Customer Support Analyst at SeamlessHR Limited

Job Summary

• As a Customer Support Analyst, you will be responsible for training customers and managing the relationship throughout their entire life cycle.
• You will also be responsible for providing assistance and resolving issues for customers by addressing inquiries, troubleshooting problems, and providing timely and accurate solutions to ensure customer satisfaction.

Responsibilities

• Providing technical support to customers who encounter difficulties with SeamlessHR software applications.
• Respond to customer inquiries, concerns, and requests through various channels such as phone, email, live chat, or social media. Providing prompt and accurate information to address customer needs.
• Identifying and diagnosing customer issues and problems. Investigating the root causes of problems and working towards effective solutions.
• Assisting customers in troubleshooting technical product-related problems. Guiding customers through step-by-step processes to resolve issues. Documenting troubleshooting steps and maintaining knowledge base articles for future reference.
• Deeply understanding SeamlessHR products or services. Staying updated with new features, enhancements, and updates. Sharing product knowledge with customers to optimise their experience and usage.
• Managing and prioritising customer support tickets or cases. Updating ticketing systems with relevant information, progress, and resolutions.
• Creating and maintaining documentation for customer support processes, procedures, and frequently asked questions (FAQs).
• Proactively identifying opportunities to enhance customer support processes, tools, and systems. Collaborating with cross-functional teams to implement improvements.

Requirements

• Bachelor’s degree from any registered university
• 0 - 3 year work experience.
• Good interpersonal skill
• Comfortable working with technology.
• Strong written and verbal communication skills
• Ability to learn and adapt quickly to new processes and technology
• Experience working as a customer success/support intern or a similar role.

Seamstar Persona:

• To successfully become a Seamstar, you will have to:
• believe in our vision and mission;
• be smart and result-oriented;
• be honest;
• be respectful;
• be a good communicator;
• be kind, yet firm when necessary;
• be a good team player; and
• know how to have fun and be willing to partake in team-bonding activities.

Benefits

• Competitive salary.
• On-site recreational/workout facilities.
• Tea/coffee whenever you work at the office.
• An opportunity to play an important role in building one of the top SaaS start-ups in Africa.
• Airtime allowance.
• Career growth opportunity.