Customer Support Officer - Remote

Overview

The Customer Support Officer (CSO) will provide first-line technical support to field partners managing Tiko Systems, prioritizing and resolving requests related to the platform, app, and network connectivity issues.

In Short

• Provide first-line technical support to partners.
• Prioritize, analyze, and resolve technical requests.
• Onboard and offboard users on the platform.
• Monitor platform activity and manage risks.
• Test and implement local improvements on the platform.
• Ensure proper documentation for all actors.
• Follow up with users for issue resolution.
• Participate in team meetings and projects.
• Maintain knowledge base articles and user guides.
• Communicate effectively with stakeholders.

Requirements

• At least 4 years of experience in IT Support.
• Proficiency in technological tools and mobile applications.
• Experience with Helpdesk Ticketing Systems like Freshdesk.
• Knowledge of CRM platforms such as Salesforce.
• Excellent verbal and written communication skills.
• Experience in Incident Management.
• IT Service Management certifications are a plus.
• Strong organizational skills.
• Ability to manage multiple tasks efficiently.
• Currently based in South Africa (mandatory).

Benefits

• Great secondary benefits.
• A personal development budget.
• Unlimited holidays.
• Growth opportunities.
• Opportunity to shape the product as the company grows.
• Trust in your ability to perform without unnecessary rules.