Customer Success & Onboarding Specialist

Nebula; Cape Town; On-site; ZAR 180,000 - 320,000; Full time

Benefits offered by this job

High-spec laptops

Well-being program

Microsoft courses paid

CSR initiatives

Job summary

Nebula in Cape Town is seeking a customer support specialist to help customers resolve issues, guide users through product features, and drive satisfaction and product adoption.

You will respond to inquiries via chat, email, or phone, diagnose problems, and document interactions for continuous improvement. Collaboration with cross-functional teams and proactive communication are key to success.

Qualifications

• 3-year tertiary qualification (NQF level 5) or higher in IT/telecommunications.
• Degree or Diploma in Information Technology or Telecommunications.
• Strong problem-solving and technical troubleshooting skills.
• Ability to explain technical concepts to non-technical users.
• Familiarity with CRM and ticketing systems.

Responsibilities

• Respond to customer inquiries via chat, email or phone.
• Provide customer and product support and guidance.
• Diagnose and troubleshoot issues.
• Guide customers through product features and best practices.
• Escalate complex issues to appropriate teams.
• Document interactions and feedback for improvement.
• Identify trends to improve processes and proactively address issues.
• Collaborate with cross-functional teams to enhance customer experience.
• Assist with onboarding and training for new customers.
• Contribute to knowledge articles and FAQs.
• Maintain knowledge base with solutions to common problems.
• Track and manage support tickets.
• Analyze customer data and bottlenecks for improvement.
• Provide data-driven and actionable customer reports.

Skills

Problem solving

Technical troubleshooting

Tech communication

CRM systems

Ticketing systems

Education

NQF level 5 (3-year qualification)

Degree/Diploma in IT or Telecommunications

Tools

CRM software

Ticketing systems

Job description

Nebula in Cape Town is seeking a customer support specialist to help customers resolve issues, guide users through product features, and drive satisfaction and product adoption.

You will respond to inquiries via chat, email, or phone, diagnose problems, and document interactions for continuous improvement. Collaboration with cross-functional teams and proactive communication are key to success.