Customer Support Specialist

Nebula; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

Nebula is seeking a Customer Support Specialist to join our Johannesburg team. This role involves responding to customer inquiries, resolving issues, and guiding users through product features. We prioritize strong problem-solving abilities and effective communication skills, with a focus on delivering exceptional customer experiences.

Benefits

20 leave days plus annual 'mulligan day'

High-spec laptops and equipment

Home office setup allowance

Access to Well-being program

Paid Microsoft courses and certifications

Training allowance every 2 years

Participation in Culture and Social Responsibility initiatives

Free Gap cover

Qualifications

• 1-2 years of experience in a customer support role, preferably in SaaS.
• Ability to communicate technical concepts to non-technical users.
• Experience working with CRM and ticketing systems.

Responsibilities

• Respond to customer inquiries via chat, email, or phone.
• Diagnose and troubleshoot issues, guiding customers through product features.
• Collaborate with cross-functional teams to improve customer experience.

Skills

Problem-solving

Technical troubleshooting

Communication

Education

Relevant degree or diploma

Tools

CRM systems

Ticketing systems

Job description

Do you want to be 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 : Opportunity at 1Nebula : The purpose of this position is to provide timely and effective assistance to customers by resolving issues and guiding users through product features.

The role is focused on issue and request resolution and is key for customer satisfaction, retention, and product adoption.What You will do within this role (Your key responsibilities) : Respond to customer inquiries via various channels : chat, email, or phoneProvide customer and product support and guidanceDiagnose and troubleshoot issuesGuide customers through product features and best practicesEscalate complex issues to the appropriate teamsDocument customer interactions and feedback for continuous improvementIdentify trends in customer inquiries to improve processes and proactively address common issuesCollaborate with cross-functional teams to improve customer experienceAssist with onboarding and training for new customersContribute to knowledge articles, process documents, and FAQsMaintain Knowledge Base with solutions to common problemsTrack and manage support ticketsAnalyze customer data, common issues, bottlenecks, and areas of improvementEngage in proactive communication and customer engagementStrive to meet and exceed service levels to ensure high-quality service deliveryProvide customers with clear, accurate, timely, data-driven, and actionable reports on their telecom environmentMore about You (Our requirements for the role) : While we believe in the potential of others more than anything else, here are some minimum requirements to consider before applying : Relevant degree or diploma1-2 years of experience in a customer support role, preferably in SaaSStrong problem-solving abilities and technical troubleshooting skillsAbility to communicate technical concepts to non-technical usersExperience working with CRM and ticketing systemsOur Amazing Perks!Enjoy 20 leave days a year plus a "mulligan day" each quarter after meeting all your deliverablesHigh-spec laptops and equipment for comfortable workingA one-off home office allowance to set up your workspaceAccess to our Well-being program and Employee support services — we prioritize work / life balance for you and your familyGrow your skills with paid Microsoft courses and certificationsTake up a hobby and receive a training allowance every 2 years for personal developmentParticipate in our Culture and Social Responsibility initiativesFree Gap cover

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Customer Support Specialist • Johannesburg, Gauteng