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  • Posted: Jan 27, 2022
    Deadline: Feb 3, 2022
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  • Youverify is building trust in Africa by helping businesses and individuals confirm identity and physical addresses. Using artificial intelligence, Youverify confirms a user’s identity document and compares it with their facial biometrics. This information can be cross-checked against more than 300 databases locally and globally. Youverify in partnership with over 20,000 field verification officers verifies physical addresses all over Sub-Sahara Africa in less than 48 hours. We bridge the gap in Africa's digital industry by providing one API for identity and physical address verification.
    Read more about this company

     

    Technical / Customer Support Specialist

    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.

    Method of Application

    Interested and qualified candidates should send their CV including link to your GitHub profile and portfolio to: hr@youverify.co using "Technical / Customer Support Specialist" as the subject of the mail.

    Note: Only Shortlisted Candidates will be contacted.

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