Customer Support Specialist

at  PressOne Africa

PressOne Africa is an early-stage startup helping entrepreneurs retain their customers, through a centralised voice communication platform. We are on a mission to help entrepreneurs across Africa build more customer-centric businesses. With our business phone systems, entrepreneurs, no matter the size of their business, can handle customer communication like global brands.
We are recruiting to fill the position below:

JOB OVERVIEW

• We are seeking a Customer Support Specialist to join our growing team. As a Customer Support Associate, you will play a crucial role in ensuring customer satisfaction by providing timely and effective technical support.
• The ideal candidate would respond to enquires and issues, provide timely solutions, and deliver a high level of customer service to ensure client satisfaction.
• This role requires strong problem-solving skills, excellent communication abilities, and a solid understanding of our systems and products.

REQUIREMENTS

• Candidates should possess a Bachelor’s Degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• At least One year experience in a technical support or customer support role.
• Familiarity with CRMs and ticketing systems.
• Strong communication and interpersonal skills.
• Excellent problem-solving skills and attention to detail.
• Flexibility to work in a shift-based environment.

• Provide first-level technical support to customers via phone calls, email and chat,
• Identify and resolve customer issues efficiently, ensuring a positive customer experience.
• Ensure timely resolution of issues in accordance with service level agreements(SLA).
• Maintain a deep understanding of our products and services to assist customers effectively.
• Conduct product demos and walk-through sessions to assist customers in understanding our products.
• Escalate complex issues to higher-level technical teams when necessary.
• Collaborate with product engineering to improve product usability and address recurring technical issues.
• Collaborate with team members to share knowledge and improve overall service quality.
• Work flexible shifts, including nights, to ensure 24/7 availability of customer support.