Customer Technical Support Agent
Fuse Universal, South Africa
Job Description
About Us
Fuse Universal isn’t Just Another Learning Company. We’re rudely shaking up the way that people and organisations learn and communicate, right across the world. Our unique Integrated Learning Platform allows businesses to shape their learning around their goals by tapping the inherent knowledge of the experts and peers within their organisation.
That’s a major difference, and it’s one that’s worked for over 150 businesses, ranging from Panasonic to Avon to Scandic, with more coming on board all the time.
Another difference is our educational charity, FuseSchool. By transforming the secondary school education curriculum into high-quality bitesize videos, we’re changing the face of education right across the planet, with over 43 million views and 300,000 subscribers and all for free. Democratising education is pretty much why we exist.
Fuse Support, located in Cape Town, is a fast-response service/support channel that is staffed 24x7x365 with skilled multi-level Customer Technical Support Agents (CTSAs). CTSAs provide a global list of customers with support relating to utilisation, integration and maintenance of our unique and feature-rich Learning Platform.
The Role
As a staff member of the Fuse Support team, you will be at the forefront of this transformational Learning technology. You will be the SME to a global list of companies and provide guidance and support during their onboarding and maintenance phases. You will be surrounded by people that are smart, passionate about technology, and who believe that world class support is critical to customer success.
Team members display strong technical skills while providing complex Fuse customer support to both internal and external customers. The team works to create trust and maintain customer loyalty by going above and beyond the customer’s expectations making Fuse Universal the most customer centric learning platform provider.
Key Responsibilities (include but are not limited to):
Ownership of Fuse customer issues
Quickly assess customer issues in order to provide accurate support
Work with other Fuse teams to ensure a consistent and high-quality level of support
Assume responsibility for developing detailed knowledge about Fuse’s specific products and features
Dig into the details of our extensive product offerings, and/or processes to resolve customer problems
Be able to work independently, while knowing how/when to handle or escalate critical customer issues
Manage incoming customer calls with an excellent attitude and great telephone etiquette
Act as the Voice of the Customer by reporting and acting on observed areas for improvement while actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
Assist with customer communications and support during critical events
Manage their queues effectively by working and moving tickets to relevant departments and providing required follow-up
Maintain acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
Due to the 24x7 operations of the business, must be able to work a flexible work schedule that may include nights, weekends, holidays, overtime, etc.
Requirements
Excellent verbal and written English communication appropriate for customer-facing duties
Strong interpersonal skills
A minimum of two years’ experience in a customer support role within a software or technology company
Previous experience with ticket desks essential. Jira Service Desk experience beneficial
Good diagnostic and logical troubleshooting mindset
Be self-sufficient and capable of proactively taking ownership of issues and developing solutions and communicating with the rest of the business
In-depth support level knowledge of Desktop client environments
Solid understanding of IP networking, security and Internet technologies
Support level knowledge of browser and web app plugins - Flash, Java, JavaScript etc.
Knowledge of Cloud-based technologies beneficial - Amazon AWS, Virtualisation etc.
Previous experience using error and performance handling tools beneficial (e.g Airbrake amp; Newrelic) beneficial
Knowledge of HTML and CSS will be advantageous
Preferred Qualifications
IT diploma or certifications
Exposure to Cloud computing (AWS, Azure, OpenStack)
Exposure to SaaS service support
Experience in technical customer service and support working environment
Complex problem-solving skills
Excellent oral and written communication ski