Agent Customer Support Specialist

CP360; Durban; On-site; ZAR 230,000 - 360,000; Full time

Job summary

ContactPoint360 in Durban, South Africa is seeking a Customer Support Specialist to drive engagement and adoption of network monitoring SaaS solutions. You will work with existing customers to showcase new features, run product demos, and identify opportunities for expansion.

You’ll hand off to the Implementation Team and help ensure successful onboarding and ongoing success. Ideal candidates have at least 3 years in customer-facing roles within a B2B software environment, experience with

Qualifications

• Minimum of 3 years in Customer Success, Account Management, Customer Service, Business Development or similar client-facing role in a B2B software environment.
• Experience using Salesforce or related CRM for management, tracking and reporting.
• Strong communication, presentation and relationship-building skills.
• Knowledge in network monitoring or SaaS solutions.
• Ability to explain technical concepts to both technical and non-technical stakeholders.
• Strong organizational, problem-solving and stakeholder management skills.
• Self-motivated and able to work independently with cross-functional teams.
• Fluent in English and German, both spoken and written.

Responsibilities

• Build and maintain strong relationships with existing customers as a trusted advisor.
• Proactively engage customers regarding new network monitoring solutions, product updates, and feature enhancements.
• Conduct product demonstrations and education sessions to drive adoption and maximize value.
• Understand customer business and technical requirements to identify expansion opportunities.
• Qualify customer interest and coordinate smooth handoffs to the Implementation Team.
• Maintain accurate customer engagement records and activity tracking in Salesforce.
• Gather customer feedback and provide insights to improve product and service.
• Drive customer satisfaction, product utilization and long-term success.

Skills

Customer Success

Account Management

CRM Systems

Communication Skills

Presentation Skills

Relationship Building

Network Monitoring

SaaS Solutions

Stakeholder Management

Independent Working

English & German

Tools

Salesforce

Job description

The Customer Support Specialist is responsible for driving customer engagement and adoption of network monitoring solutions. This role works closely with existing customers to introduce new products and feature enhancements, conduct product demonstrations, identify business needs, and coordinate successful handoffs to the Implementation Team for deployment and onboarding.

Key Responsibilities

Build and maintain strong relationships with existing customers as a trusted advisor.

Proactively engage customers regarding new network monitoring solutions, product updates, and feature enhancements.

Conduct product demonstrations and customer education sessions to drive adoption and maximize solution value.

Understand customer business and technical requirements to identify opportunities for solution expansion.

Qualify customer interest and coordinate a smooth transition to the Implementation Team for onboarding and deployment.

Maintain accurate customer engagement records and activity tracking in Salesforce CRM.

Gather customer feedback and provide insights to support product and service improvements.

Drive customer satisfaction, product utilization, and long-term customer success.

Qualifications

Minimum of 3 years of experience in Customer Success, Account Management, Customer Service, Business Development, or a similar client-facing role within a B2B software environment.

Experience using Salesforce or any related CRM for customer management, activity tracking, and reporting.

Strong communication, presentation, and relationship-building skills.

Knowledge in network monitoring or SaaS solutions

Ability to communicate technical concepts clearly to both technical and non-technical stakeholders.

Strong organizational, problem-solving, and stakeholder management skills.

Self-motivated and able to work independently while collaborating effectively with cross-functional teams.

Fluent in spoken and written English and German

Company Information

About ContactPoint360

If you want to be the next CEO… we’re not joking.

Our CEO started on the phones as a customer service agent. Around here, nothing is impossible when you lead with curiosity, kindness, and the right mindset.

ContactPoint360 is a Canadian, people-first company with 5,000 incredible humans across 12 countries. We’re proud that 70% of our leaders grew from within, proof that growth isn’t just a promise, it’s our culture. From day one, you’ll have a clear career path, real support, and a team that believes in your potential before you even see it yourself. We care about people, and we’re big believers in building futures, not just filling roles.

If you’re hungry, if you care, if you want to build a real career instead of just collecting a paycheck, you’re in the right place. We’ll give you the tools, the mentorship, and the path from day one. This is where potential turns into progression. Welcome home.