Graduate Customer Success Specialist

Jobtailor; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Jobtailor in Cape Town is seeking a customer support specialist to respond to inquiries via chat, email, or phone, and to provide product guidance and troubleshooting for telecom environments. You will document interactions, escalate complex issues, contribute to knowledge bases, and collaborate with cross-functional teams to improve the customer experience and onboarding for new customers.

The role requires a 3-year qualification (NQF level 5) and a degree or diploma in Information Technology

Qualifications

• 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 of CRM and ticketing systems.

Responsibilities

• Respond to customer inquiries via 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 appropriate teams.
• Document customer interactions and feedback.
• Identify trends in customer inquiries to improve processes and 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 the Knowledge Base with solutions to common problems.
• Track and manage support tickets.
• Analyze customer data, common issues, bottlenecks, and areas of improvement.
• Communicate proactively and engage with customers.
• Meet and exceed service levels to ensure high-quality service delivery.
• Provide clear, accurate, timely, data-driven, and actionable reports on customers' telecoms environments

Skills

Problem-solving abilities

Technical troubleshooting

Customer support

Data analysis

Knowledge base management

Education

Degree in Information Technology

Diploma in Telecommunications

Tools

CRM systems

Ticketing systems

Job description

• Respond to customer inquiries via 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 appropriate teams
• Document customer interactions and feedback
• Identify trends in customer inquiries to improve processes and 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 the Knowledge Base with solutions to common problems
• Track and manage support tickets
• Analyze customer data, common issues, bottlenecks, and areas of improvement
• Communicate proactively and engage with customers
• Meet and exceed service levels to ensure high-quality service delivery
• Provide clear, accurate, timely, data-driven, and actionable reports on customers' telecoms environments

Requirements

• 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 of CRM and ticketing systems

Core Competencies

Demonstrates strong problem-solving abilities and technical troubleshooting skills while effectively communicating technical concepts to non-technical users. Proficient in managing customer inquiries and improving customer experience through collaboration and data analysis.

Highest-signal resume keywords

• Technical Troubleshooting Skills
• Customer Support Experience
• CRM and Ticketing Systems
• Data Analysis
• Communication Skills

Hard Skills

• Problem-Solving Abilities
• Technical Troubleshooting
• Customer Support
• Data Analysis
• Knowledge Base Management

Soft Skills

• Communication Skills
• Collaboration
• Proactive Engagement

Certifications & Qualifications

• Degree in Information Technology
• Diploma in Telecommunications

Industry Keywords

• Customer Experience
• Telecommunications
• Onboarding
• Process Improvement
• Service Levels

Tools & Technologies

• CRM Systems
• Ticketing Systems