Job description

Overview: A Support Specialist is intended to keep customers and partners happy and paying by providing them with exceptional support and service, driving adoption by helping customers realize value and achieve outcomes using our solutions.

A Support Specialist’s primary goal is to ensure customers have their product questions answered and technical issues addressed in a timely manner, working to provide solutions for their continued, long-term success as customers. We quantify a customer's success by the ongoing renewal of their Products. Therefore, the Support Specialist's efforts contribute to the overall happiness of the customer which leads to renewal and achieving recurring revenue goals at TopCo (SiteDocs, GoCanvas and Device Magic products).

Qualifications

Education

BA/BS degree (or equivalent) is not required, but is a must

Experience

Proven customer support experience (or other relevant experience)
Demonstrated ability to communicate (verbal, written, and listening), teach, and present concepts with excellence
Experience using iPads, tablets, smartphones, and device applications is a must
An aptitude for problem solving
Proficiency in using (or the ability to quickly learn) software programs

Skills

You are an articulate and concise communicator
You care about people - their feelings, motivators, and unique situations - and creatively seek to find ways to go “over and above” the bare minimum to make their lives easier and bring delight
You work with speed and accuracy
You are enthusiastic and optimistic and know how to turn lemons into lemonade!
You are detail-oriented and can follow-through with processes and steps to completion
You work effectively within a team and independently
You enjoy teaching others new concepts
You ask clear and concise questions to get to the root of the customer’s issue or concern and can effectively solve a problem while identifying and uncovering additional needs
You are able to listen to an upset customer, not get emotional yourself, and turn the event into a relationship building experience
You don’t mind having your day interrupted with phone calls from customers or conversations with teammates
You are a great on-the-spot problem-solver but are humble enough to admit when you don’t know the answer, but will find out
You are comfortable using technology

Personal Characteristics

Authentic Relationships

You are patient, kind, and honest with others, no matter what the situation may be
You follow through on promises
You believe that all people have intrinsic worth and dignity and strive to treat others accordingly, toward the goal of genuine relationships. When there is relational breakdown, you seek reconciliation
You strive to use words to build others up and not tear them down

Interdependence

You value clear communication and you don’t expect people to read your mind
You value interdependence and believe the greatest measure of success is achieved through everyone’s contribution
You believe you can’t win on your own but rather you need the entire team to win. Because of this, you invest in the overall team’s success

Continuous Learning

You thrive in a fast-paced environment and easily adapt to new ways of doing things
You are an eager learner and are willing to try new things. This also means you are willing to fail, and that you learn from your mistakes so you don’t repeat it over and over again

Data-Driven Strategies

You have a love for efficiency and when others accept status quo, you look for ways to make things even better
You understand the value of measuring outcomes and making data-driven decisions

Duties

Customer Happiness

Responds to, manages, and resolves Zendesk support tickets and emails
Responds to, manages, and resolves phone calls that come through the support line and any other incoming or outgoing calls related to providing customer support
Teaches customers how to use TopCo Products (SiteDocs, GoCanvas & Device Magic) and how to achieve ongoing success
Addresses and finds solutions for customer product issues
Collects product feedback from customers and documents in Trello
Tracks activities and conversations with precision and efficiency in CRM
Provides assistance and support to other members of the CE Team, when needed
Provides timely and successful delivery of solutions according to customer needs
Form building and ensuring form building due dates are met

General

Provides suggestions on potential ways to improve the Help Centre, Walk-Through Guides, processes, procedures, checklists, and other documentation
Executes on special projects given by Leadership
Contributes to a culture of team building and continuous improvement
Attends regular meetings and other meetings as requested
Assists the Sr. Support Specialist Team as necessary

Technical Support Specialist (Remote, South Africa)

Role overview

Qualifications

Responsibilities

Key facts

Hard skills

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About the company

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Job description

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