Customer Support Specialist (B2B SaaS)


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Customer Support Specialist (B2B SaaS)
Remuneration: R20000 - R24000 per month tctc 
Location: Cape Town
Company: JobCrystal

Job description
A SaaS platform is looking for a Customer Support Specialist, who can provide high-quality product support to customers, partnering with them to effectively resolve their issues through email, chat, and phone.
DUTIES & RESPONSIBILITIES, NOT LIMITED TO:
  • Customer onboarding, training, and support
  • Manage queries coming through our intercom system
  • Firefighting during account escalations
  • Act as a trusted adviser to help solve customer problems during all stages of the customer lifecycle
  • Troubleshoot technical issues and communicate back to the customer
  • Stay up-to-date by reading technical articles and receiving training for new product features
  • Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices
  • Developing and ensuring continuous in-depth knowledge of the platform
  • Diagnosing software issues and resolve escalated customer complaints engage using established processes

Requirements
  • A bachelors degree
  • 1-3 years SaaS experience
  • Intercom experience
  • SMS experience beneficial
  • Native level English, spoken and written - a must!
  • A proven track record of retaining and growing client relationships.
  • Ability to work in hyper-fast paced and changing environment
  • An analytical and customer focussed mindset
  • The ability to master new software and systems effortlessly and quickly
  • Strong interpersonal skills
  • Accurate, concise and responsive writing style and communication skills
  • Capability to work US hours (shifts are to be added and defined for this role in due course)

Posted on 03 Jan 09:31, Closing date 4 Mar

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