Customer Support Specialist

Cue; Wes-Kaap; Remote; ZAR 200,000 - 300,000; Full time

Job summary

Cue, a leading provider of customer service software, is looking for a First Line Support Specialist to join their team in Cape Town. This role involves delivering outstanding client support, managing service requests, and facilitating issue resolutions efficiently. If you're detail-oriented and motivated, you'll thrive in this fast-paced environment that values proactive engagement and collaboration. Enjoy perks like remote work options and unlimited leave while contributing to improving customer service.

Benefits

Choose your own equipment

Remote work

Unlimited leave

Qualifications

• At least 2 years experience in customer onboarding or support.
• Proficient in using CRM systems and customer support tools.
• Strong problem-solving skills and proactive client engagement.

Responsibilities

• Assist clients with broadcast requests and respond to feature-related queries.
• Quickly diagnose and resolve technical issues related to workspace access.
• Attend to all tickets within SLA for successful client request resolution.

Skills

Customer onboarding

Support

Client engagement

Communication

Problem-solving

Tools

CRM systems

Customer support tools

Excel

Job description

Cue provides modern customer service software that enables businesses to communicate with people using chatbots and live chat on platforms like WhatsApp, Messenger, Web chat, Telegram and more.

We have clients in the Retail, Insurance, Logistics, Healthcare, Education, FMCG, Automotive, Recycling, Finance, eCommerce, and Sales sectors.

We are seeking a motivated and detail-oriented individual to join our team as a First Line Support Specialist. In this role, you will be responsible for providing timely and effective support to our clients, managing incoming tickets, and ensuring resolution within set SLA response times. You will work closely with our sales, operations, and customer success teams to address client inquiries, escalate issues when necessary, and facilitate the resolution process while maintaining clear communication with clients throughout.

Headquartered in Cape Town with a team around the world. We’re building a global team to make digital customer service better.

Experience:

• At least 2 years experience in customer onboarding, support, or a similar client-facing role.
• Strong understanding of customer success principles and practices.
• Excellent communication (particularly in email writing).
• Proficient in using CRM systems and customer support tools.
• Strong problem-solving skills and a proactive approach to client engagement.
• Ability to manage multiple clients and tasks simultaneously, with a focus on delivering high-quality service.
• Experience in a SaaS or technology-driven environment is a plus.
• Experience with Excel.

Key Responsibilities:

1. Client Support & Request Handling

• Assist clients with broadcast requests.
• Respond to feature-related queries, guiding clients on best practices and functionality.
• Assist with Live Chat and User journey queries.
• Assist clients with workspace related queries as per their requirements.

2. Issue Resolution & Troubleshooting

• Quickly diagnose and resolve technical or operational issues related to workspace access, broadcasts, and media uploads.
• Escalate complex issues to the appropriate teams while ensuring timely follow-ups with clients.

3. Collaboration & Process Improvement

• Identify common support requests and contribute to knowledge base articles and training materials to improve self-service options.
• Provide feedback to internal teams on recurring client pain points to enhance product functionality.

.4. Ticket Management & Client Engagement

• Attend to all tickets within SLA, ensuring the clients request is addressed successfully on first attempt.

The perks:

• Choose your own equipment - Choose your laptop and other equipment with our starter kit budget.
• Remote work - Work remotely
• Unlimited leave - Take leave when you need with our unlimited leave policy.