Customer Support Specialist

About the role

We Are Setting The Pace Clickatell is a world-class Chat Commerce company, ambitious to stay ahead of its competitors. We build our own culture in which we dream big and stay busy doing the right things. We need champions who understand the bigger picture, believe in making a difference and are able to connect the dots to achieve success. In our agile and demanding environment, you will be required to collaborate, ask the right questions and take the smart risk. We call ourselves Champions. Why Champions? Because it's not only about what we have done, but what we are doing and going to do. The way we do things, matter and influences how we drive our organization forward and deliver solutions to our customers. Watch this space as we blaze a new path while expanding across the globe. Purpose The Customer Support Specialist is responsible for delivering high level engagement between the 24/7 Customer Support Team, Internal Stakeholders and Customers through monitoring of Support SLA, handling escalations and delivering customer insight reporting. The main aim is to contribute towards delivering initiatives to drive a positive customer experience. We Do The Right Things Responsibilities of the Role Specialist responsibility: Assist the POCE in assigning resources and coordinating activities of the Customer Engagement team to respond to customer queries on all channels while maintaining and exceeding customer SLA's. Respond to and resolve escalated issues as well as unique or complex requests from customers using advanced knowledge and techniques. Ensure desired quality standards are being met and exceeded. Engage in internal escalation process for quick resolution and to identify and consolidate any potential risks, that may impact the Customer Experience. Represent the Customer Engagement in Change Advisory Board meetings when necessary. Identify process and technical improvements to improve Customer Engagement and suggest solutions for identified service or product shortcomings. Agree to suitable remedies for customer issues and provide oversight to ensure these are implemented, recorded and communicated to relevant stakeholders to avoid issue re-occurrence. Engage with suppliers to help ensure issues are managed and resolved in a timely manner. Ensure that all relevant incident information is captured in operational communication ticket. Update the Knowledge Management System as required. Reporting: Monitor and provide reports on performance at team and individual level against Quality Metric standards. Report any quality concerns or break in processes and make suggestions for process improvements. Coordinate and report on incoming customer feedback from various channels including but not limited to Email, Chat Desk and Customer Surveys. Ensure Customer Engagement agents accurately categorise cases for Business Intelligence reporting. Assist with ad hoc report requests when required by Customer Engagement leadership. Education and Training: Assist Customer Engagement Support Agents with enquiries and knowledge sharing where appropriate. Proactive development of Customer Engagement agents through regular review of ticket details, trend analysis reports and technical expertise, to identify re-occurring issues. Identify related product training needs and organize training/coaching interventions to meet quality standards. Use existing/Create training program to assist with training objectives. We Are On A Learning Journey Requirements of the Role Education Matric Certification IT Diploma or similar tertiary qualification Advantageous Work Experience 3 years working in a NOC or similar environment. 1 years working ITIL v3 knowledge. Knowledge and Abilities Must understand and demonstrate knowledge of: Networking, from Ethernet to IP. Operating systems, from bare steel to network services. Exposure to Agile and Scrum, Kanban methodologies. Analysis and logic, systematic and orderly planning, attention to detail. Self-starter who can work with minimum of supervision. Excellent attention to detail with the ability to multi-task in a fast-paced environment. Ability to think creatively and take an innovative and flexible approach to problem solving in a fast-changing technology driven company. Excellent interpersonal and communication skills. Ability to keep team members accountable and have tough conversations when required. Demonstrable experience of excel skills and good working knowledge of MS Office products. A Bit About You Behavioral competency requirements of a Highflyer: Team Player : Self-directed and dedicated team player who positively engages with the team to solve. Optimizing Processes : Optimally utilizes the tools and resources available to maximizes output. Conducts day-to-day operations using best practice to achieve effectiveness and accuracy. Continuously reviews and makes recommendations for process improvements. Expert Thinker : Equipped with specialist knowledge and makes recommendations that ar

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