Customer Success Specialist – Mobile Administration

Jobtailor; Cape Town; On-site; ZAR 360,000 - 520,000; Full time

Job summary

Jobtailor in Cape Town seeks a capable customer support specialist to assist clients with chat, email, and phone inquiries, providing guidance on product usage and best practices. You will diagnose issues, escalate when needed, and contribute to a growing knowledge base while improving customer experience.

The role emphasizes cross-functional collaboration, onboarding new customers, and delivering timely, data-driven reports on telecom environments to support service levels.

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 of 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 customer interactions and feedback
• Identify trends in customer inquiries to improve processes and proactively address common issues
• 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 the Knowledge Base with solutions to common problems
• Track and manage support tickets
• Analyze customer data, common issues, bottlenecks, and areas of improvement
• Conduct proactive communication and customer engagement
• Meet and exceed service levels to ensure high-quality service delivery
• Provide clear, accurate, timely, data-driven, and actionable reports on customers' telecoms environments

Skills

Problem-solving

Technical troubleshooting

Non-technical communication

CRM and ticketing

Education

Degree in Information Technology

Diploma in Telecommunications

Tools

CRM Systems

Ticketing Systems

Job description

• 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 customer interactions and feedback
• Identify trends in customer inquiries to improve processes and proactively address common issues
• 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 the Knowledge Base with solutions to common problems
• Track and manage support tickets
• Analyze customer data, common issues, bottlenecks, and areas of improvement
• Conduct proactive communication and customer engagement
• Meet and exceed service levels to ensure high-quality service delivery
• Provide clear, accurate, timely, data-driven, and actionable reports on customers' telecoms environments

Requirements

• 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 of CRM and ticketing systems

Core Competencies

Demonstrates strong problem-solving abilities and technical troubleshooting skills while effectively communicating technical concepts to non-technical users. Proficient in managing customer inquiries and improving customer experience through collaboration and data analysis.

Highest-signal resume keywords

• Technical Troubleshooting Skills
• Customer Support Experience
• CRM and Ticketing Systems
• Data Analysis
• Communication Skills

ATS Optimization Keywords

Hard Skills

• Problem-Solving
• Technical Troubleshooting
• Customer Support
• Data Analysis
• Knowledge Base Management

Soft Skills

• Communication
• Collaboration
• Customer Engagement

Certifications & Qualifications

• Degree in Information Technology
• Diploma in Telecommunications

Industry Keywords

• Customer Experience
• Telecommunications
• Service Levels
• Onboarding
• Process Improvement

Tools & Technologies

• CRM Systems
• Ticketing Systems