Customer Support Specialist

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

Job summary

A progressive SaaS technology company is seeking a dedicated individual for a customer support role in Johannesburg. The incumbent will assist customers by resolving issues, guiding them through product features, and ensuring satisfaction. Candidates should hold a degree or diploma in Information Technology or Telecommunications, possess strong problem-solving skills, and be adept at communicating technical information to non-technical users. This role offers high-spec equipment and opportunities for skill growth through paid courses.

Benefits

High spec laptops and equipment

Access to well-being program

Paid Microsoft courses and certifications

Participation in social responsibility initiatives

Qualifications

• Minimum 3-year tertiary qualification (NQF level 5).
• Strong problem-solving abilities.
• Ability to communicate technical concepts to non-technical users.

Responsibilities

• Respond to customer inquiries via chat, email or phone.
• Provide customer support and guidance.
• Diagnose and troubleshoot issues.
• Escalate complex issues to appropriate teams.
• Document customer interactions for continuous improvement.

Skills

Problem-solving abilities

Technical troubleshooting skills

Communication of technical concepts

Understanding CRM and ticketing systems

Education

Degree or Diploma in Information Technology or Telecommunications

Job description

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 resolving issues, guide users through product features. The role is focused on issues 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
• Provides 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
• 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 the customer’s telecoms environment

More About You (Our requirements for the role):

Although we believe in the potential of others more than anything else there are some minimum requirements we would look for so consider these before sending us your application.

• 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 CRM and ticketing systems

Our Amazing Perks!

• High spec laptops and equipment for you to comfortably use
• Access to our Well-being program and Employee support services – we believe in work/life balance being of utmost importance for you and your family so this perk is for them too
• Grow your skills and learn something new with paid for Microsoft courses and certifications
• Give back by participating in our Culture and Social Responsibility initiatives