Product Support Specialist

Uptick; Durban North; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A growing tech company is seeking a Support team member in Durban North. The ideal candidate should have excellent communication skills and a passion for customer service. Responsibilities include providing personalized support, addressing client inquiries across various channels, and helping to identify issues for resolution. The role requires a technology-savvy individual who thrives in a fast-paced environment and is eager to contribute to team success.

Qualifications

• Experience in setting expectations and communicating with clients over phone, email & chat.
• A passion for creating value for customers and understanding the product deeply.
• Ability to identify and document bugs for developer teams.

Responsibilities

• Provide thoughtful, personalized support to users through various channels.
• Adjust communication approach based on different customer types and situations.
• Spot trends in customer issues and flag them to the team.

Skills

Communication with clients over various channels

Critical thinking and problem solving

Personalized customer support

Job description

Job Description

We’re looking for a thoughtful and empathetic people person to join our Support team, supporting our global clients. You’ll be working on the frontline as part of a fast-growing team.

Our office is located in Durban, starting full-time in the office.

Job Requirements

To qualify for this role, you are :

• Experience setting expectations and communicating with clients over phone, email & chat
• A passion for creating value for customers and helping them get the most out of our product.
• Care deeply, genuinely, and passionately about Product Support and about the role it plays in making a customer-focused team successful.
• Not be afraid of technology and have a desire to get stuck in and understand Uptick as a product & how deeply it is embedded in our customers’ workflows (we'll provide the training).
• Reliable transport to and from the office

Job Responsibilities

To succeed in this role, a candidate must be able to :

• Provide thoughtful, personalised support to Uptick users through in-product messaging and phone channels.
• Exhibit strong communication skills, including modifying your approach to different types of customers and situations, as well as setting or adjusting customer expectations.
• Exhibit exceptional critical thinking and problem solving - be curious, explore and offer Uptick solutions to clients that will best-suit their needs.
• Triage incoming requests and spot trends in customer issues to flag to the wider team.
• Identify, reduce, and document bugs for our developer teams.
• Contribute to the ongoing learning and success of the team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.
• Fast learner - can listen, follow instructions and asks questions.
• Ask for help. You know when something is over your head and are not afraid to seek assistance. You are skilled at explaining technical problems succinctly and clearly.