Customer Success Executive

My Fleet Manager (MFM) Service Desk Analyst - Shift timings - 3 AM to 12 noon

The Company

Through innovative and intelligent processes and automations, we create solutions for the telecommunications industry that help reduce overall costs and increase business productivity.

What is on Offer

Come and join a professional, fast paced and exciting company involved in the Telecommunications industry that is expanding across the globe. Our teams are made up of highly motivated and passionate individuals who take a hands-on approach to delivering the best results for all of our customers.

An exciting and unique opportunity currently exists for several individuals that are up for the challenge of forming a Post-Sales Consulting and Support team. This is a diverse role that places you in a prominent position where you will be in contact with businesses to support them with their enquiries while using our SaaS solutions.

The Role

• The role requires exceptional communication skills, patience, organisational skills and the ability to deal with a diverse range of people.
• Reporting to the Head of Customer Success, and working with others in our team, you will be called upon for your technical knowledge of our products.
• Our existing clientele is an important part of our business. You will possess abilities to develop and maintain a strong rapport with our clients when they call upon you for support.
• Providing level 1 and level 2 support of incidents and requests relating to a core product and a variety of applications, services and devices used by our customers across multiple business types.

Previous experience

Working on a service or help desk role supporting customers and end users of SaaS platforms.

Service Desk operations and incident management using the Incident Management Systems

Exceptional skills and understanding of MS Excel and how to use its advanced formulas

Sound knowledge of MS Word and MS PowerPoint.

ITIL Certification or relevant experience and strong understanding of ITIL Service Management

Relevant Tertiary or Industry Certified qualifications

Excellent analytical and problem-solving skills to enable effective identification and resolution of mobility services and telecom services related issues

Effective verbal and written communication skills to ensure proper recording of all customer interactions and closure of all presented issues

About You

Proactive approach and willingness to assist others and contribute to the smooth operations of our company.

Self-managed individual able to work in a high achieving environment autonomously or as part of a team, as the work dictates.

Solutions focused with good analytical and problem solving skills. Have the ability to interpret queries and fact find through systematic processes of observation and elimination.

Exceptional customer service focus and influencing skills.

Telecommunications industry experience would be well received.

Articulate and strong communication skills.

Quick learner and highly motivated for success.

Professional presentation with a positive attitude.

Proven time management and process discipline abilities.

Able to think outside of the box; solving problems with creativity.

Always be helpful, encouraging, and respectful to team members and everyone they interact with.

What's in it for you

On-job training on internal support systems and tools

Supportive and approachable leadership

Great opportunities for career growth

Market leading products that solve real client problems

Open and sociable working environment

Remuneration - based on experience