Customer Success Specialist - Mobile Administration

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.
Who Are We?
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.
Learn more about our people brand by watching our culture videos:
https://www.youtube.com/watch?v=4JkUpUigUdM&t=1s
https://www.youtube.com/watch?v=iVk3_vVyrW0
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
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
More about You (Our requirements for the role):
Although we believe in the potential of others more than anything else there are some minimum requirements we would look for so consider these before sending us your application
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
Our Amazing Perks!
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

Employment type
Permanent

Work arrangement
No