Senior Customer Support Specialist providing exceptional customer support and processing analysis for clients in Guatemala. Assist with high escalations and create outstanding user experiences.
About the role
- Customer Support Specialist in a SaaS Technology Business helping users resolve issues and guiding them through product features. Strong focus on customer satisfaction and technical troubleshooting.
Responsibilities
- Respond to customer inquiries via various channels chat, email or phone
- Provides customer and product support and guidance
- Diagnose and troubleshoot issues
- Guide customers through product features and best practices
- Escalate complex issues to the appropriate teams
- Document customer interactions and feedback for continuous improvement
- Identify trends in customer inquiries to improve processes and proactively address common issues
- Collaborate with cross-functional teams to improve customer experience
- Assist with onboarding and training for new customers
- Contribute to knowledge articles, process documents and FAQs
- Maintain Knowledge Base with solutions to common problems
- Track and manage support tickets
- Analyze customer data, common issues, bottlenecks and areas of improvement
- Proactive communication and customer engagement
- Strive to meet and exceed service levels to ensure high quality service delivery
- Provide customers with clear, accurate, timely, data-driven and actionable reports on the customer’s telecoms environment
Requirements
- 3-year tertiary qualification (minimum NQF level 5)
- Degree or Diploma in Information Technology or Telecommunications
- Strong problem-solving abilities and technical troubleshooting skills
- Ability to communicate technical concepts to non-technical users
- Understanding CRM and ticketing systems
Benefits
- High spec laptops and equipment for you to comfortably
- Access to our Well-being program and Employee support services – we believe in work/life balance being of utmost importance for you and your family so this perk is for them too
- Grow your skills and learn something new with paid for Microsoft courses and certifications
- Give back by participating in our Culture and Social Responsibility initiatives
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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