Finance Support Analyst — Hybrid, Global Erp

Klipboard; Johannesburg; Hybride; ZAR 480 000 - 600 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Medical, dental, and vision insurance

Leadership development

Career progression

Dynamic team culture

Competitive salary & bonuses

Résumé du poste

Klipboard is seeking a Senior Customer Support Analyst in Sandton for a hybrid role that blends in-office collaboration with remote work. You will resolve complex customer issues and mentor junior staff, driving improvements in our support operations.

The role requires extensive customer support experience, leadership abilities, and strong CRM and analytical skills. You will work closely with product and engineering to deliver exceptional customer outcomes.

Qualifications

• Extensive experience in a Customer Support role, with senior or lead capacity.
• Strong troubleshooting methodologies and CRM knowledge.
• Excellent written and verbal communication skills.
• Proven leadership and mentoring ability.
• Hybrid work experience (on-site and remote) preferred.

Responsabilités

• Handle advanced customer inquiries and resolve complex technical issues.
• Mentor and train junior support staff.
• Analyze support trends and identify process improvements.
• Develop and maintain knowledge base articles and docs.
• Collaborate with product and engineering teams on escalations.
• Contribute to new support strategies and tools.

Connaissances

Customer support

Leadership

Mentoring

Troubleshooting

CRM systems

Analytical thinking

Communication

Outils

CRM systems

Description du poste

About the Role

Our client is looking for a highly skilled and experienced Senior Customer Support Analyst to join their team in Sandton. This senior role involves handling complex customer issues, mentoring junior staff, and contributing to the strategic improvement of support operations. You will leverage your extensive knowledge to resolve challenging technical and service-related problems, ensuring customer satisfaction and retention. This hybrid position combines the benefits of in-office collaboration with the flexibility of remote work. We seek a proactive, analytical individual with a proven track record in customer support excellence and a passion for driving positive customer experiences.

Key Responsibilities

• Handle advanced customer inquiries, troubleshooting complex technical and product-related issues.
• Mentor and train junior customer support staff, providing guidance and feedback.
• Analyze support trends and identify opportunities for process improvements and service enhancements.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Collaborate with product and engineering teams to resolve escalated issues and provide customer insights.
• Contribute to the development and implementation of new support strategies and tools.

Requirements

• Extensive experience in a Customer Support role, with at least 2 years in a senior or lead capacity.
• In-depth knowledge of troubleshooting methodologies and CRM systems.
• Exceptional problem-solving, analytical, and critical thinking skills.
• Strong leadership qualities and the ability to mentor effectively.
• Excellent written and verbal communication skills.
• Ability to work effectively in a hybrid environment, managing tasks both on-site and remotely.

Benefits

• Highly competitive annual salary and performance bonuses.
• Hybrid work model offering excellent flexibility.
• Comprehensive medical, dental, and vision insurance.
• Opportunities for leadership development and career progression.
• A dynamic and supportive team culture committed to excellence.