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.
- 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.
- Flexibility to work in a shift-based environment.
Method of Application
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