Customer Support Specialist

Nebula; Johannesburg; On-site; ZAR 25 000 - 45 000; Full time

Job summary

Join a dynamic team at a next-generation SaaS technology business focused on cloud and technology expense management. In this role, you will provide exceptional customer support, ensuring user satisfaction and product adoption. You will be responsible for resolving customer inquiries, diagnosing issues, and collaborating with cross-functional teams to enhance the customer experience. This innovative firm values work-life balance and offers a range of perks to support your personal and professional growth. If you are passionate about helping others and thrive in a fast-paced environment, this opportunity is perfect for you.

Benefits

20 leave days plus a 'mulligan day'

High-spec laptops and equipment

Home office allowance

Well-being program and Employee support services

Paid Microsoft courses and certifications

Training allowance every 2 years

Culture and Social Responsibility initiatives

Free Gap cover

Qualifications

• 1-2 years of experience in a customer support role, preferably in SaaS.
• Strong problem-solving abilities and technical troubleshooting skills.

Responsibilities

• Respond to customer inquiries via chat, email, or phone.
• Diagnose and troubleshoot issues to improve customer satisfaction.
• Document customer interactions for continuous improvement.

Skills

Customer Support

Problem-Solving

Technical Troubleshooting

Communication Skills

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:

• 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 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 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 continuous improvement
• 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 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
• Strive to meet and exceed service levels to ensure high-quality service delivery
• Provide customers with clear, accurate, timely, data-driven, and actionable reports on their telecom environment

More 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 diploma
• 1-2 years of experience in a customer support role, preferably in SaaS
• Strong problem-solving abilities and technical troubleshooting skills
• Ability to communicate technical concepts to non-technical users
• Experience working with CRM and ticketing systems

Our Amazing Perks!

• Enjoy 20 leave days a year plus a "mulligan day" each quarter after meeting all your deliverables
• High-spec laptops and equipment for comfortable working
• A one-off home office allowance to set up your workspace
• Access to our Well-being program and Employee support services — we prioritize work/life balance for you and your family
• Grow your skills with paid Microsoft courses and certifications
• Take up a hobby and receive a training allowance every 2 years for personal development
• Participate in our Culture and Social Responsibility initiatives
• Free Gap cover