Customer Support Specialist I

Crisis24 Solutions (PTY) LTD, Block A, The Terraces, Cape Town, South Africa, South Africa

Who We Are Looking For

Customer Support Specialist assists end user customers with products and services by providing exceptional customer service, whether domestically or internationally, in an inbound call center environment. Leverage product knowledge to assist customers and troubleshoot with product inquiries and potential technical difficulties. Responsible for supporting customers' short term and long term satisfaction and retention.

What You Will Work On

• Act as primary responder in a prompt, professional, and thorough manner for inbound phone calls, emails, and/ or chat from customers.
• Resolve general inquiries or direct them to other team members when appropriate. Volume may be heavy, so the ability to work well under pressure is key.
• Assist with onboarding and new customer account set ups.
• Customer centric focus with a sense of urgency.
• Understanding of the software's core system functionality.
• Initiate and reset system passcodes.
• Escalate customer issues to the appropriate team level.
• Document all customer interaction and system issues in the company CRM (Salesforce) tool, analyze statistics, and maintain customer materials.
• Track new customer set up processes.
• Maintain regular communication with customers for support and may inform them of new system features.
• Provide on call coverage in departmental rotation.
• Collaborate, communicate effectively, and share appropriate information with customers, within the department, and across the company. This requires strong listening, verbal, written, and interpersonal skills, judgement, patience, courtesy, and positive demeanor.
• Ability to self organize, strategically plan, multitask when necessary, pay attention to details, and prioritize.

What You Will Bring

• 2+ years of international customer service experience
• A minimum of NQF Level 4 (Matric certificate) or higher is essential
• Previous customer service experience via phone
• Ability to resolve on demand customer issues over the telephone
• Demonstrated ability to finesse and diffuse difficult interactions with customers
• Strong organizational and interpersonal skills
• Prior experience within a Software as a Service (SaaS) organization