Technical / Customer Support Specialist at Youverify Online Services

Location: Yaba, Lagos

Job Description

• Youverify is looking for a Technical / Customer Support Specialistto join the team. Our ideal candidate is passionate about using technical and analytical skills to identify problems, find solutions, and improve relationships with our clients/customers.

Responsibilities

• Researching technical issues and filing reports regarding product problems
• Walking customers through solutions and API integrations
• Reviewing product change requests
• Learning about product updates and new technologies and supporting the roll-out of new product
• Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
• Establish a trusted and strategic advisor relationship to help drive continued value of our products and services
• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
• Maintain existing customer success metrics and data as directed
• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
• Review the customer journey, identifying how it's supported, taking a consultative approach in helping clients overcome issues and achieve goals
• Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time
• Collaborate, problem solve, and/or strategize upcoming client meetings with team members
• Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends in C-Sat/NPS scores to identify areas of improvement
• Work with the sales and marketing team to drill customer references and develop case studies

Requirements

• B.Sc Degree in IT or related any field
• Outstanding customer support skill
• Good knowledge of the operating systems and relevant hard- or software (SQL, postman and be able to interpret basic codes)
• Good problem-solving skills and focus on quality (quick to identify problems, form solutions, and execute step-by-step troubleshooting procedures)
• Execellent knowledge of PC and Mac operating systems and Microsoft Office Applications.

Salary
N100,000 - N180,000 / month.