Product Support Executive at Zappi

We are looking for an experienced Product Support Executive to join our Operations team in Cape Town. Alongside your team, you will work closely with internal departments and stakeholders as well as external clients to provide ad hoc support on the proprietary software, to address and solve fieldwork issues, and provide information to the development teams for software improvements. You will be part of a team focused on customer delivery and internal initiatives that push the business to achieve our dream of automated end-to-end market research. The ideal candidate will have experience in a high performance environment, and be effective at personal time management, work prioritisation and multi-tasking. This is not an IT/TechOperations position.

• Establish a close working relationship with Customer Success and Sales teams who will work with you on finding the right balance between what our customers want and what works best with our platform.
• Build strong relationships with all internal stakeholders (Sales, Partnerships, Product Operations, Client Success, Product and Development teams) to represent technical blockers to client delivery and help drive adoption of platform features.
• Triage issues and be able to provide feedback and analysis to development teams for resolution.
• Understanding recurring issues and providing advice for next steps to the development teams to assist with overall product quality.
• Be an expert on our platforms.
• Leverage technical solutions to create efficiencies in our processes and help design a delivery process with automation as a central tenet.
• Be able to campaign for the changes required to support business priorities as they relate to product support and automation.
• Understand and contribute to the business's metrics.
• Maintain documentation for all role’s activities including team processes, best practices, initiatives and FAQs

Who are you?

You’re an overly-organized, self-starter who rallies the troops and makes it happen. You are strong in both problem solving and the appropriate technical skills, to help understand and resolve raised issues and bugs. This is an opportunity for strong candidates to gain experience in the life cycle of agile software development, programming and customer communication environments.The ideal candidate will demonstrate an ability to juggle multiple projects, provide responsive customer service, and will proactively identify potential technology and/or service problems - leading the initiatives in the company for permanent resolutions.

Requirements

• Minimum 2 year professional experience in an operations and/or product/platform/support development role, preferably within a tech company
• Experience working with technical and non-technical stakeholders, in a professional and understanding manner
• Good knowledge of the Agile development process, and the implications of Agile on a day-to-day basis
• Proven ability to work in a fast paced customer focused environment
• Curiosity for technology, marketing or consumer insights
• Excellent written and verbal communication skills
• Highly responsive while maintaining attention to detail
• Proactive, highly driven and self-motivated with a great sense of initiative
• Engaging
• Strong team player, yet also able to take ownership of tasks
• Organised
• Comfortable working with tight deadlines
• Calm under pressure
• Problem solving oriented
• A mind and voice for instigating change

Advantages

• BA/BS Degree or equivalent
• Good negotiator

Benefits

• Competitive pay scales benchmarked annually
• Unlimited holidays - this is not a trap! We expect and encourage people to take plenty of leave.
• Work in a way that suits your lifestyle with flexible working and travel arrangements to/from work.
• Wellbeing perks such as refreshments and yoga
• Access to expert mental health resources and accredited therapists through Slack
• Nice working setup (15" Macbook Pro + Hi Res Screen or 2 monitors + Keyboard + Mouse + Stand etc) - i.e. get what you ask for to make you productive.
• Paid 24h secure parking.