Junior Customer Success & Onboarding Pro

Nebula; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

High-spec laptops

Well-being program

Microsoft certifications

CSR initiatives

Job summary

Nebula in Cape Town is seeking a proactive Customer Support Specialist to assist customers with product features, resolve issues, and guide onboarding.

You will diagnose problems, provide clear guidance, document interactions, and escalate complex cases to the right teams to ensure fast resolution and high customer satisfaction.

You'll contribute to knowledge articles, FAQs, and data-driven reports on the customer’s telecoms environment while helping improve processes and product adoption.

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 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 the appropriate teams
• Document customer interactions and feedback for continuous improvement
• Identify trends in customer inquiries to improve processes
• 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

Skills

Problem-solving

Technical troubleshooting

Communication

CRM knowledge

Education

Bachelor's degree or Diploma in Information Technology or Telecommunications (NQF 5)

3-year tertiary qualification (minimum NQF level 5)

Tools

CRM software

Ticketing systems

Job description

Nebula in Cape Town is seeking a proactive Customer Support Specialist to assist customers with product features, resolve issues, and guide onboarding.

You will diagnose problems, provide clear guidance, document interactions, and escalate complex cases to the right teams to ensure fast resolution and high customer satisfaction.

You'll contribute to knowledge articles, FAQs, and data-driven reports on the customer’s telecoms environment while helping improve processes and product adoption.