Customer Success Specialist – Mobile Administration

Jobtailor; Johannesburg; On-site; ZAR 360,000 - 480,000; Full time

Job summary

Jobtailor in Johannesburg, South Africa, is seeking a skilled customer support professional to assist customers via chat, email or phone, diagnose issues, and guide users through product features and best practices.

You will collaborate with cross-functional teams to improve the customer experience, contribute to knowledge articles, track support tickets, identify trends, and prepare data-driven reports on 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.
• Engage in 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

Technical Troubleshooting

Customer Support

Data Analysis

Communication Skills

CRM and Ticketing Systems

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
• Engage in 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 customer support, data analysis, and collaboration with cross-functional teams to enhance customer experience.

Highest-signal resume keywords

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

Hard Skills

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

Soft Skills

• Communication Skills
• Collaboration
• Proactive Engagement

Certifications & Qualifications

• Degree in Information Technology
• Diploma in Telecommunications

Industry Keywords

• Customer Experience
• Telecommunications
• Service Levels
• Onboarding
• Knowledge Articles

Tools & Technologies

• CRM Systems
• Ticketing Systems