Customer Support Specialist

• Accurately maintain customer interactions and account records within the internal Zendesk ticketing system and CRM
  
• Respond to customer queries in a timely and accurate way via phone email support ticket or chat in accordance with Service Level Agreement
  
• Identify customer needs and help customers use specific features
  
• Analyse and report product malfunctions (for example by testing different scenarios or impersonating users)
  
• Collaborate with the product team to resolve issues relating to product support.
  
• Update internal knowledge base with information about technical issues and useful discussions with customers
  
• Follow up with customers to ensure their technical issues are resolved
  
• Produce weekly reporting for the senior executive team on adherence to response times service levels and outstanding tickets
  

• Respond and resolve queries on customer accounts and billing
  
• Respond and resolve queries on product training (provide access to resources)
  
• Respond and resolve queries on upgrades and access to new products
  

• Develop and maintain a thorough understanding of our products and services
  
• Develop and maintain a thorough understanding of automation of services such as chat AI and knowledge base
  
• Update and maintain product guides online academy and knowledge base
  
• Inform staff and customers about new features and functionalities
  
• Facilitate product sessions for staff and customers to promote adoption and comprehension of products and services
  
• Share relevant customer feedback with the team
  
• Assist with other duties as directed by your manager
  

Requirements

• Proven work experience in a similar customer service/support role.
  
• Technical experience in supporting software is an advantage.
  
• Effective communication skills.
  
• Good troubleshooting and multitasking skills.
  
• Attention to detail and adherence to response times
  
• Reliable and punctual
  
  

• IT certification degree or diploma is desirable but not essential
  
• Basic knowledge of HTML/CSS/JS would be an advantage but not essential