Graduate Customer Success Specialist

• Respond to customer inquiries via chat, email, or phone
• Provide customer and product support and guidance
• Diagnose and troubleshoot issues
• Guide customers through product features and best practices
• Escalate complex issues to appropriate teams
• Document customer interactions and feedback
• Identify trends in customer inquiries to improve processes and address common issues
• Collaborate with cross-functional teams to improve customer experience
• Assist with onboarding and training for new customers
• Contribute to knowledge articles, process documents, and FAQs
• Maintain the Knowledge Base with solutions to common problems
• Track and manage support tickets
• Analyze customer data, common issues, bottlenecks, and areas of improvement
• Communicate proactively and engage with customers
• Meet and exceed service levels to ensure high-quality service delivery
• Provide clear, accurate, timely, data-driven, and actionable reports on customers' telecoms environments

Requirements

• 3-year tertiary qualification (minimum NQF level 5)
• Degree or Diploma in Information Technology or Telecommunications
• Strong problem-solving abilities and technical troubleshooting skills
• Ability to communicate technical concepts to non-technical users
• Understanding of CRM and ticketing systems

Core Competencies

Demonstrates strong problem-solving abilities and technical troubleshooting skills while effectively communicating technical concepts to non-technical users. Proficient in managing customer inquiries and improving customer experience through collaboration and data analysis.

Highest-signal resume keywords

• Technical Troubleshooting Skills
• Customer Support Experience
• CRM and Ticketing Systems
• Data Analysis
• Communication Skills

Hard Skills

• Problem-Solving Abilities
• Technical Troubleshooting
• Customer Support
• Data Analysis
• Knowledge Base Management

Soft Skills

• Communication Skills
• Collaboration
• Proactive Engagement

Certifications & Qualifications

• Degree in Information Technology
• Diploma in Telecommunications

Industry Keywords

• Customer Experience
• Telecommunications
• Onboarding
• Process Improvement
• Service Levels

Tools & Technologies

• CRM Systems
• Ticketing Systems

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