Technical Customer Support Consultant at Mango5

Job summary Do you have a reputation of being highly technical? Are your peers in awe of your Customer Service skills and troubleshooting skills? Do you have an innate passion for driving Customer Success through critical thinking and creative approaches? If so, Mango5 Talent Acquisitions team would like to talk to you.

Primary responsibilities include:  

• Deliver customer support through email, webchat, and telephone channels.  
• Provide introductory information to new customers about programs and services.
• Ensure that customers are satisfied with support resolutions provided. 
• Determine the quickest, most effective ways to answer a customer’s questions.
• Escalating customer queries and concerns in a timely manner.
• Troubleshooting common issues. 
• Provide assistance with systems navigation. 
• Quickly identify and communicate new technical issues for expedient investigation and resolution. 
• Customer Success Management; ensuring customer satisfaction and retention through providing proactive customer service.

Requirements

• Key skills and qualifications for this position include:  
• Exceptional interpersonal and customer service skills 
• Analytical and problem-solving skills 
• Excellent written and verbal communication skills 
• Strong technical ability including proficiency with email and support ticketing systems. 
• Multitasking and organizational skills 
• Attentiveness and patience 
• Ability to find the positive in any situation 
• Critical Thinking 
• Clear criminal record 
• Minimum 12-month customer service experience in a technical environment
• Matric

Preferred Previous Experience 

• Mobile APP and Web ticket support 
• Social media support 
• Technical support 
• Email and Live Chat Support 

Working hours:

• Monday to Friday 08:00 – 17:00
• Weekends and later shifts may become a requirement in the future