Customer Success Associate (Technical) at QContact

The Role: Supporting Excellence in Client Experience

• In this role, your mission is to support our clients through training and addressing general queries using the QContact platform. Your enthusiasm for IT and software, combined with your patience for clients of varying technical backgrounds, will be instrumental in delivering exceptional service.
• If you're passionate about enhancing business communication and aspire to make a positive impact on customer experiences, then apply to join the QContact team. Become a part of a dynamic environment where your tech-savvy passion and commitment to customer success will thrive.

Our Ideal Candidate

• You have a customer service background in IT Helpdesk support, contact centre within an admin/configuration environment.
• You are passionate about IT support and you are used to dealing with and solving complex queries. 
• You're a natural customer advocate who listens, learns, and understands customer needs. 
• You have a natural inclination towards identifying and solving problems.
• You are self-motivated and self-directed, thriving on your own initiative.
• You are passionate about continuous learning and self-improvement.
• You embrace new opportunities and have a proven track record in making measurable impacts.
• You have exceptional proficiency in both oral and written English, with a potential for additional languages to further enrich our diverse team.
• You have excellent organisational skills, ensuring efficient task management and streamlined processes.
• You consistently complete tasks promptly and within the designated timeframe.
• You maintain a basic understanding of HTML and databases, contributing to a well-rounded skill set.
• You possess fundamental knowledge of CRM systems and dialer services, enabling effective client support.
• You offer unwavering support to clients, ensuring their needs are met comprehensively. 
• Value and appreciate the importance of enhancing customer experiences.
• Embrace a fast-learning mentality, always seeking opportunities to expand your skillset. 
• Express a strong desire to initiate a career in IT services and contribute to our dynamic team.

Key Responsibilities

• Diligently and enthusiastically serve as the initial point of contact for clients seeking assistance via various channels, including WhatsApp, Support Tickets/Email, Telephone/Video Conference, etc.
• Respond promptly to client inquiries, troubleshoot issues, and provide solutions in a clear and concise manner.
• Document all client interactions and issues accurately for further analysis and improvement.
• Efficiently create, oversee, and resolve customer cases/
• Proficiently execute dialer and CRM configuration tasks for clients.
• Expertly guide clients through understanding the platform's functionalities.
• Periodically craft support documentation for new feature releases.
• Independently manage daily administrative tasks.

Engagement Activities

• Dive into your own CRM universe within a designated test instance. Consider it your creative playground, where we encourage you to push boundaries and test the limits.
• Actively participate in team discussions and engaging 'How-To' sessions. Your contributions and curiosity fuel our collective knowledge.
• Be a part of our vibrant team events in person and virtually. 
• While we value your mobility, how you get from point A to B is entirely up to you. Flexibility is key.
• Take the lead in developing and conducting Customer Success training sessions for new-hire agents. 
• Share your expertise and empower others to excel.
• Create a positive and inspiring work environment for yourself and your colleagues. 
• Your contributions will shape our team culture.
• Be ready to extend a helping hand when your team members need assistance. Together, we thrive on support and collaboration.