Customer Success Agents

Adapt IT

Customer Success Agents

Location Johannesburg, South Africa
Employment Type Full Time
Seniority Level Student Entry
Experience 1 to 3 years
Remuneration  
Remuneration Type Cost to company
Remuneration Frequency Monthly
Benefits -
28/10/2020 Reference Number: ADA3099284108
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Skills

  • Customer Care
  • Customer Service
  • Customer Support

Job Description

PURPOSE OF THE POSITION

Provide technical software support to customers with BackOffice products (TaxWare, SecWare, CaseWare Time, CaseWare Cloud-Time, CloudSec and CloudTax). Support is done telephonically and via other channels (e-mail, online, chat). This role ranges from basic functionality and training of the supported software to high level technical problem-solving involving database-related issues & network infrastructure troubleshooting.

Primary Responsibilities for the Role

  • Provide telephonic support to users experiencing problems using the software or inquiring how to use specific features.

 

  • Assist in fixing client files.
  • Make pro-active support calls to ensure that all clients are satisfied.

 

  • Partake in knowledge sharing, and the creation of regular Frequently Asked Questions presentations, and proactively inform team leaders and managers of product and client trends.
  • Good overall computer literacy ability.

 

  • Good technical computer knowledge (SQL, Networking, Operating Systems).

 

  • LAN and WAN networking knowledge.
  • Technical troubleshooting and problem solving.

 

  • Training will be provided on division software packages.

Minimum Qualification and Experience Requirements

  • Completed an IT related B.Tech/ B.Com/ B.Sc degree or National
  • Diploma (Minimum NQF Level 6) Excellent academic
  • achievements within the specified qualification (Please note that
  • academic transcripts will be requested).
  • Support Methodology (ITIL, 6 Sigma).

Desired Skills and Qualities

Personal Attributes and Qualities

  • Good interpersonal and rapport building skills.
  • Strong organizational skills.
  • Ability to tolerate high levels of stress.
  • Must show initiative and be a self-starter.
  • Great attention to detail.
  • Collaborative team player.
  • Customer focused.
  • Excellent communication skills (verbal and written).
  • Fully proficient in Microsoft Office.
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