Customer Success Specialist

2 weeks ago

Centurion, Gauteng, South Africa Hire Resolve Full time

An established company that offers advanced geospatial products and services is looking for a Customer Success Specialist to join their team. The Customer Success Specialist is responsible for taking ownership of training and after sales technical support to customers on all relevant geospatial products and solutions and works closely with the rest of the Technical Support team as well as the Sales team and Segment Managers/product specialists, in order to ensure customer success

Responsibilities: 

Product Training:

  • Prepare for customer training through completing a needs analysis of the end users being trained, and compiling training material and agenda accordingly.
  • Facilitate technical training to all customers and product end users, on newly acquired products or product upgrades as per company standards.
  • Continuously build and expand on own product knowledge.
  • Assist with internal training from time to time.
Technical Support:
  • Resolve any reported product/solution issues or malfunctions through following proper diagnostic/troubleshooting steps, as well as standard procedures and protocols, to identify and understand the problem and provide suitable solutions.
  • Continuously provide optimal technical customer support whether through field visits or telephonic.
  • Ask customers targeted questions during telephonic support to identify the root of the problem.
  • Talk customers through suitable/applicable steps and actions to resolve issues when providing telephonic support.
  • Ensure all product/solution/customer issues are properly logged, provide timeous reports and manage own field dispatch schedule.
  • Continuously build supportive customer relationships.
  • Provide technical support to internal staff involved in the sales (i.e. pre-sales support) and implementation of relevant products/solutions.
  • Assist with technical presentations at OPTRON product launches and seminars.
Quality Control:
  • •Ensure quality control of all products/solutions dispatched to customers.

Requirements: 

  • Degree/Diploma in surveying
  • Minimum of 4 years proven field service/support experience.
  • Experience in the Geospatial industry will be an advantage.
  • Must have own vehicle
  • Experience working with Scanning and scan data sets (point clouds)
  • Understanding of relevant industry/applications/solutions/customer requirements/market developments and needs.
  • Understanding of solutions implementation and service level support best practice.
  • IT proficiency (Knowledge of CRM software & Microsoft office)
  • Understanding the industry, market developments & needs.
  • Ability to troubleshoot, repair, test and service technical equipment.
  • Excellent communication skills (verbal & non-verbal) to provide technical help.
  • Conceptual ability to analyse, interpret & offer customised solutions.
  • Problem solving ability.
  • Reliability regarding services offered/promised to customers.

How To Apply:

  • Contact Hire Resolve today for your next career-changing move
  • Our client is offering a highly competitive salary for this role based on experience.
  • Send your CV to: [email protected]  or connect with Sonique Beetge via LinkedIn.
  • Alternatively, you can also contact me directly at Hire Resolve [email protected] 
  • We will contact you telephonically in 3 days should you be suitable for this vacancy. If you are not suitable, we will put your CV on file and contact you regarding any future vacancies that arise.

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