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.
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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.
Key Responsibilities:
Provide first-level technical support to customers via phone calls, email and chat,
Identify and resolve customer issues efficiently, ensuring a positive customer experience.
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.
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.
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.
Requirements:
Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
Atleast 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.
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