SaaS Customer Success & Onboarding Specialist

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

Benefits offered by this job

High-spec laptop and equipment

Well-being program & employee support

Paid Microsoft courses & certifications

Culture & CSR initiatives

Job summary

Nebula is seeking a customer support specialist to resolve issues and guide customers through product features in a fast-paced SaaS environment. You will handle inquiries across chat, email, and phone, diagnose problems, and document interactions to improve service quality.

The role emphasizes proactive communication, collaboration with cross-functional teams, and contributing to knowledge bases for ongoing customer success.

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 and guide users through product features.
• Escalate complex issues to appropriate teams and document interactions.
• Identify trends to improve processes and customer experience.
• Collaborate with cross-functional teams to improve service delivery.
• Assist with onboarding and training for new customers.
• Contribute to knowledge articles and FAQs.

Skills

Problem solving

Explain technical concepts

CRM systems

Ticketing systems

Education

NQF level 5 (3-year qualification)

Degree or Diploma in IT or Telecommunications

Tools

CRM software

Ticketing platforms

Job description

Nebula is seeking a customer support specialist to resolve issues and guide customers through product features in a fast-paced SaaS environment. You will handle inquiries across chat, email, and phone, diagnose problems, and document interactions to improve service quality.

The role emphasizes proactive communication, collaboration with cross-functional teams, and contributing to knowledge bases for ongoing customer success.