Customer Support Specialist - Cape Town, South Africa - OTH Network

Description

What we do:

At OTH, we harness the power of AI to seamlessly connect brands with influential creators, equipping businesses with an affordable, results-driven marketing tool that amplifies brand visibility through strategic exposure.

Our platform is renowned for its user-friendly features, and by leveraging the marketing prowess of creators to fuel their lifestyle, we're opening the doors to a new era of dynamic growth and brand resonance.

OTH is revolutionizing the game of marketing.


Why join us:

We are looking for a dedicated Customer Support Specialist to join our fast-growing team to enhance our customer support experience.

Our Customer Support Specialists help our Creators and Businesses navigate the OTH platforms, resolving any issues or concerns, while gaining valuable insights that can translate to a great experience at OTH.

You'll use quick digital navigation and problem-solving skills to answer questions, handle incoming customer queries, and redirect and log any technical issues to the Development team.

Our OTH Community matters, and that is exactly why our Customer Support Specialists strive every day to create exceptional experiences.

In this role, you will be tasked with managing our Client Management System (CMS), providing support
Hours: 3am - 11am SAST Must be able to work over the weekend


What you'll do:

• Provide world class customer service via Intercom with Businesses and Creators, ensuring highlevel customer satisfaction with our platform: Identify and escalate technical issues to the developers' team to troubleshoot effectively.

Address and resolve escalated customer complaints and disputes in a professional and timely manner.
Log issues in Jira, this includes documenting any issues, bugs, or requests for tracking and resolution.
Manage our client management system (CMS), and assist with content updates, and troubleshooting

• Develop an understanding of how information connects in OTH products to quickly navigate to the core of client issues:Guide and educate customers on how to effectively use our platforms
• Actively collect and analyze customer feedback to identify areas for improvement and to report trends to the appropriate teams.
• Implement and track customer satisfaction metrics to gauge the overall effectiveness of the support team and identify areas for improvement.
• Review and validate the content on our platform to ensure they meet our quality standards and guidelines
• Keep up to date on new features and products, and assist with the creation and maintenance of internal documentation to improve the efficiency and effectiveness of the customer support process.

This includes, but not limited to:
FAQs, SOPs, and other resources that can help both the support team and customers.


What you need to get the job done:

• Minimum 1-2 years of prior relevant customer service or technical troubleshooting experience
• Remote work setup that has a dedicated workspace with highspeed, reliable internet and battery backup for loadshedding
• Excellent interpersonal communication with customers and coworkers
• Passion for customer care and can champion high levels of customer satisfaction
• Ability to think on your to troubleshoot and problemsolve effectively
• Proactive and able to work independently with mínimal supervision
• Strong attention to detail and the ability to work past difficult situations
• Ability to break down complex problems and explain them in a clear and simple way
• Familiar with Intercom, Jira, and CMS management
• Articulate and concise in both written and oral English communication (Spanish, a plus)
• Strong attention to detail and a customercentric mindset.
• Must own an iPhone
• Must reside in Cape Town

Salary:
R10, R15,000.00 per month


Application Question(s):

• Are you able to work night shifts (3am 11am)?

Experience:

Customer Support: 1 year (preferred)