Job Description

Minimum requirements:

• Proven experience in a customer service or technical support role, ideally in a utility management or similar field
• Knowledge of SQL databases, with the ability to update and manage data accurately (MySQL)
• Proficiency in SQL for database querying and record maintenance.
• Familiarity with CRM software and other customer support tools.
• Strong troubleshooting abilities with an understanding of technical support best practices.
• Exceptional communication skills with a focus on active listening and empathy.
• Ability to stay calm and patient in high-stress situations, particularly with difficult clients.
• Strong problem-solving skills with a focus on providing positive customer experiences.

Duties are, but not limited to:

• 1st receiver of all support queries through support channels, whether email/whatssapp or support system tickets.
• Provide 2nd level support by resolving queries and/or guiding client on steps to resolve 1st level queries.
• Escalate advanced queries to 4th level support.
• Keep track of time spent on each query, whether resolved or escalated.
• Responsible for regular communication with the client as well as other support staff.
• Conduct training sessions for new users on software and systems.
• Assist in the onboarding process for new clients, ensuring a smooth transition and setup.
• Build and maintain strong relationships with clients through exceptional service.
• Provide timely updates to clients regarding the status of their support requests.
• Collect and document customer feedback to help improve products and services.

Please note: Only shortlisted candidates will be contacted

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