Customer Support Specialist

Joining 1Nebula

Do you want to be part of a dynamic team constantly challenging the status quo and finding "smarter" ways of doing things? If you answered yes, keep reading.

1Nebula is a next-generation SaaS Technology Business focused on providing businesses with cloud & technology expense management services and tools to accelerate their cloud journey. We hire amazing people from across South Africa, making our diverse group of team members, called N48Xers, a force to be reckoned with.

Job Opportunity at 1Nebula:

The purpose of this position is to provide timely and effective assistance to customers resolving issues, guide users through product features. The role is focused on issues and request resolution and is key for customer satisfaction, retention, and product adoption.

What You Will Do Within This Role (Your Key Responsibilities):

• Respond to customer inquiries via various channels chat, email or phone
• Provide 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

More About You (Our Requirements for the Role):

• Relevant degree or diploma
• 1-2 years of experience in a customer support role, preferably in SaaS
• Strong problem-solving abilities and technical troubleshooting skills
• Ability to communicate technical concepts to non-technical users
• Experience working with CRM and ticketing systems
• Ability to work standby on a rotational basis

Our Amazing Perks!

• Enjoy 20 leave days a year plus a "mulligan day" each quarter after meeting all your deliverables
• High spec laptops and equipment for you to comfortably
• A once off home office allowance to set up your home office
• 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
• Take up a hobby and unlock a training allowance every 2 years to do something non-work related
• Give back by participating in our culture and social responsibility initiatives
• Free gap cover