Overview:

PressOne Africa is the simplest way for entrepreneurs to get a phone number for their business. We offer a phone system that helps any business see all phone calls across their sales and support team. Founded in 2021, we're a fast-growing startup based in Lagos, and a Techstars portfolio company.

We are seeking a Customer Support Specialist to join our growing team. As a Customer Support Associate, you will play a crucial role in ensuring customer satisfaction by providing timely and effective technical support. The ideal candidate would respond to enquires and issues, provide timely solutions, and deliver a high level of customer service to ensure client satisfaction. This role requires strong problem-solving skills, excellent communication abilities, and a solid understanding of our systems and products.

Key Responsibilities:

• Provide first-level technical support to customers via phone calls, email and chat,
  
• Identify and resolve customer issues efficiently, ensuring a positive customer experience.
  
• Conduct product demos and walk-through sessions to assist customers in understanding our products.
  
• Escalate complex issues to higher-level technical teams when necessary.
  
• Collaborate with product engineering to improve product usability and address recurring technical issues.
  
• Ensure timely resolution of issues in accordance with service level agreements(SLA).
  
• Maintain a deep understanding of our products and services to assist customers effectively.
  
• Collaborate with team members to share knowledge and improve overall service quality.
  
• Work flexible shifts, including nights, to ensure 24/7 availability of customer support.
  

Requirements

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
  
• Atleast One year experience in a technical support or customer support role.
  
• Familiarity with CRMs and ticketing systems.
  
• Strong communication and interpersonal skills.
  
• Excellent problem-solving skills and attention to detail.
  
• Flexibility to work in a shift-based environment.
  

Benefits

• Benefits:
  
• Competitive salary and benefits package.
  
• Opportunity to work in a fast-paced, innovative startup environment.
  
• Career growth and development opportunities.
  
• Collaborative and supportive team culture.