SMB Customer Support Specialist at Httpool

Responsibilities:

• Provide world class support to all Ad Dynamo SMB customers in a customer centric environment through the use of multiple support tools via different channels that includes email, chat, phone, social media and content moderation.
• Perform assisted support and provide consultative recommendations and help identify any opportunities to upsell Ad Dynamo solutions that will enable customer success.
•  Manage on-boarding and perform basic account management tasks for new & existing clients or customers for our SMB SaaS and High Value ClientsGather product feedback and support marketing initiatives by connecting with new & existing clients or customers through outbound and inbound calls. 
• Document in detail all customer interactions based on our Standard Operating Procedures to protect customer data according to Httpool Data Protection Policy.
• Be an effective Subject Matter Expert of Httpool Products and provide local market & language expertise as required to improve overall product support experience and drive customer success 
• Create, translate and maintain Frequently Asked Questions (FAQ’s) to ensure our help support database are accurate, relevant and up to dateEscalate and file tickets for all technical issues and product bugs and follow up to ensure timely resolution to our customers issues.
• Successfully performs against department scorecard metrics including Productivity goals, Quality Assurance, Average Handle Time, and Customer Satisfaction Rating and other critical customer support metricsPerform other duties as assigned by SMB Customer Support Manager

Minimum Qualifications:

• Excellent written and verbal communication skills in English & fluency in Yoruba or Igbo or Hausa  is required
• Minimum two (2) year of relevant work experience in customer service, call center,  advertising, e-commerce, marketing, technology products or SaaS related industry
• Willing to work onsite on rotational shifts which includes weekends and public holidays
• A working understanding of e-commerce, online advertising or social media principles and support elements is required
• Self-motivated and able to work autonomously
• Detail-oriented and able to manage multiple tasks effectively 
• Passion for helping small businesses with Ads platforms and technologyBA/BS degree or relevant qualifications preferred but not required