Customer Success Specialist (JHB Based)

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

Do you want tobe part of a dynamic team constantly challenging the status quo and finding "smarter" ways of doing things? If you answered yes,keep reading.

Who Are We?

1Nebula is a next-generation SaaS Technology Business focused on providing businesses with cloud & technology expense management services and tools to accelerate their cloud journey.

We hire amazing people from across South Africa, making our diverse group of team members, called N48Xers, a force to be reckoned with.

Learn more about our people brand by watching our culture videos:

• https://www.youtube.com/watch?v=4JkUpUigUdM&t=1s

• https://www.youtube.com/watch?v=iVk3_vVyrW0

Job Opportunity at 1Nebula:

The purpose of this position isto provide timely and effective assistance to customers resolving issues, guide users through product features.The role is focused on issues and request resolution and is key for customer satisfaction,retentionand product adoption.

WhatYou will do within this role (Your key responsibilities):

• Respond to customer inquiries via various channels chat,emailor phone

• Provides customer and product support and guidance

• Diagnose and troubleshoot issues

• Guide customers through product features and best practices

• Escalate complex issues to theappropriate teams

• Document customer interactions and feedback for continuous improvement

• Identifytrends in customer inquiries to improve processes and proactively address common issues

• Collaborate with cross-functional teams to improve customer experience

• Assistwith 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,bottlenecksand areas of improvement

• Proactive communication and customer engagement

• Strive to meet and exceed service levels to ensure high quality service delivery

• Provide customers with clear,accurate,timely, data-drivenand actionable reports on the customer’s telecoms environment

More aboutYou (Our requirements for the role):

Although we believe in the potential of others more than anything else therearesomeminimumrequirements we would look for so consider these before sending us your application

• 3-year tertiary qualification (minimum NQF level 5)

• Degree or Diplomain 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

Our Amazing Perks!

• High spec laptops and equipment for you to comfortably

• Access to our Well-being program andEmployee supportservices – we believe in work/life balance being of utmost importancefor you and yourfamilyso thisperkis for them too

• Grow your skills and learn something new withpaid forMicrosoft courses and certifications

• Give back byparticipatingin our Culture and Social Responsibility initiatives