Customer Success & Onboarding Specialist

Nebula; Johannesburg; On-site; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

High-spec laptops

Well-being program & employee support

Microsoft courses & certifications

Culture & CSR initiatives

Job summary

Nebula is hiring for a customer support role focused on timely issue resolution, guiding users through features, and driving satisfaction and product adoption. You will resolve inquiries across channels, troubleshoot, and escalate when needed to keep customers engaged and happy.

You will contribute to knowledge articles, assist with onboarding, and collaborate with teams to improve processes and reports. Join a dynamic SA team and grow with our Well-being and learning initiatives.

Qualifications

• 3-year tertiary qualification (minimum NQF level 5).
• Degree or Diploma in Information Technology or Telecommunications.
• Strong problem-solving abilities and technical troubleshooting skills.
• Ability to communicate technical concepts to non-technical users.
• Understanding 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 the appropriate teams.
• Document customer interactions and feedback for improvement.
• Identify trends in inquiries to improve processes.
• Collaborate with cross-functional teams to improve customer experience.
• Assist with onboarding and training for new customers.
• Contribute to knowledge articles, process documents and FAQs.
• Maintain Knowledge Base with solutions to common problems.
• Track and manage support tickets.
• Analyze customer data, common issues and bottlenecks.
• Proactive communication and customer engagement.
• Strive to meet and exceed service levels.
• Provide customers with data-driven reports on telecoms environment.

Skills

Problem-solving

Technical troubleshooting

Explain technical concepts

CRM knowledge

Ticketing systems

Education

Degree or Diploma in IT or Telecommunications

Job description

Nebula is hiring for a customer support role focused on timely issue resolution, guiding users through features, and driving satisfaction and product adoption. You will resolve inquiries across channels, troubleshoot, and escalate when needed to keep customers engaged and happy.

You will contribute to knowledge articles, assist with onboarding, and collaborate with teams to improve processes and reports. Join a dynamic SA team and grow with our Well-being and learning initiatives.