Junior Customer Support

Humanz; Sandton; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Humanz is seeking a Junior Customer Support to assist customers and employees with technical problems related to our products and services. You will resolve queries, guide users through features, and help build our reputation for excellent support.

Responsibilities include providing independent, high-quality responses via ticketing systems, identifying how to use features, and enriching the internal knowledge base with clear how-to guides for customers and developers.

Qualifications

• Previous customer support experience, preferably in SAAS companies.
• Fluent in reading, writing and speaking English.
• Detail-oriented with the ability to multitask.

Responsibilities

• Provide professional, high-quality responses to customers and employees via support channels.
• Identify what customers need and guide them through product features.
• Analyze and report recurring issues to improve quality.
• Contribute to internal knowledge base with clear guides for users and developers.
• Collect feedback from customer success teams and share with product teams.

Skills

Customer service

Team player

English fluency

Problem solving

Tech-savvy

Tools

Freshdesk/ Zendesk

Ticketing systems

Slack/ ChatOps

Job description

We are looking for a Junior Customer Support to assist our customers and employees with technical problems when facing our products and services.

Your responsibilities will include resolving queries, recommending solutions and guiding product users through features and functionalities.

Ultimately, You will help establish our reputation as a company that offers excellent customer support.

What you’ll be doing:

• Provide independent, professional, high-quality responses to our customers and employees through support ticketing systems and other pipelines.
• Identifying points of interest & assisting customers with how to use specific features.
• Analyzing and reporting recurring issues.
• Enriched the company internal knowledge base with information, walk through and “how-to” written guides for customers and developers both.
• Gather feedback from the company customer success teams and share with the development and product team to deliver better quality products and services.

Requirements:

• Service-oriented personality with a can-do attitude.
• Collaborative and responsible among co-workers, a real team player.
• Previous customer support experience, preferred from SAAS companies.
• Fluent English – must be comfortable with reading, writing & speaking in English.
• Detail-oriented, capable of handling multiple items simultaneously.
• Tech savvy, Strong problem solving / troubleshooting skills.
• Feel comfortable and natural to investigate and ‘play around’ with technologies that haven’t met before.
• Basic IT Knowledge.

Nice to have:

• Experience with ticketing systems (Freshdesk/Zendesk or similar), Slack or other ChatOps solutions.
• Basic SQL knowledge.
• Basic knowledge with Ai tools, mostly ChatGPT for service purposes.