Description
Our client is a leading provider of email discovery and verification solutions. Their innovative platform empowers sales, marketing, and performance teams to supercharge their efforts by providing accurate and up-to-date email data sourced from open databases. They are looking for a Technical Support Representative to join their team. You will play a pivotal role in ensuring the success and satisfaction of our customers. You will be responsible for building strong relationships with clients, understanding their needs, and providing them with tailored solutions to maximize the value they derive from the platform. Through proactive communication and problem-solving, you will guide customers through the onboarding process, provide ongoing support, and drive adoption and engagement
This is a remote position open to those living anywhere in South Africa.
Duties & Responsibilities
- Guide new customers through the setup process, ensuring a smooth transition onto the platform
- Provide training and assistance to help customers maximize the features and capabilities of our product
- Build and maintain strong relationships with customers, acting as their primary point of contact for inquiries, support, and feedback
- Understand their business objectives and challenges to provide personalized solutions and recommendations
- Respond to customer inquiries and technical issues in a timely and professional manner
- Troubleshoot problems, escalate issues as needed, and collaborate with internal teams to ensure prompt resolution
- Serve as a product expert, advocating for the value and benefits of to customers
- Proactively identify opportunities for upselling or cross-selling additional features or services that align with customer needs
- Monitor customer usage and engagement metrics to identify potential churn risks
- Develop and implement strategies to increase customer retention and drive renewal rates
- Gather customer feedback and insights to contribute to the ongoing improvement of our product and services
- Communicate customer needs and trends internally to inform product development and marketing initiatives
Skills, Experience & Requirements
- Bachelor’s degree in Business, Marketing, Communications, or a related field is advantageous
- Previous experience in customer success, account management, or a client-facing role within a SaaS company is preferred
- Strong communication skills, both written and verbal, with the ability to effectively engage and interact with customers
- Excellent problem-solving skills and the ability to think strategically to address customer challenges and opportunities
- Detail-oriented with strong organizational skills to manage multiple customer accounts and priorities simultaneously
- Knowledge of email marketing, sales technology, or related industries is a plus
- Familiarity with data privacy regulations such as CCPA and GDPR is advantageous
Load Shedding
Applicants must be able to ensure they can maintain internet and power during office hours.