Description
Customer Support Agent (Tier 1)
Application Deadline: 17 May 2024
Department: Operations
Employment Type: Full Time
Location: Cape Town
Compensation: R20,000 - R30,000 / month
Description
🚨 Customer support pro needed for US SaaS company 🚨
Visme is a fast-growing visual marketing platform with 27 million users in over 100 countries, and they are BIG on customer success.
This is where you come in
Your role will be to help their customer get the most out of the product.
Building rapport, understanding their problems and getting them fired up on Visme 🔥🔥🔥
If you want to take your career to the next level, read on 👇👇👇
About Visme
Visme is an all-in-one visual marketing platform for serious brands, marketers and executives, empowering them to create visual brand experiences that stand out from the crowd.
Visme empowers over 27 million businesses, individuals, and organisations to create boardroom-ready presentations, engaging charts and infographics, professionally branded documents, Social posts, and everything in between.
At Visme, they don’t create, they innovate. They don’t work, they collaborate. They don’t have a job, they have a playground. While their user base is growing, they organically grow their team at a slow, stable base to ensure they don't sacrifice quantity over quality. Their culture is sparked from a deep understanding of user experience and design combined with engineering-driven by their mission to simplify and democratise visual content for everyone, not just designers.
The Role
As a Customer Support Agent, you will be essential in addressing customer inquiries and providing effective solutions to their issues relating to technical questions, account management and billing needs, and their “design goals” and “creative goals.”
You’ll be responsible for:
- Customer Ticket Management: Follow proper ticket management procedures to respond to support tickets and live chat inquiries with clear and concise written and verbal communication.
- Creating SOPs: Design written documents so that technical solutions can be communicated effectively and understandably.
- Team Collaboration: Work with the internal teams to address and resolve technical, account, and platform issues to provide effective solutions to customers.
The Person
- At least 1 year of experience supporting users, prospects, or customers within a SaaS company.
- Strong technical communication skills, with a focus on simplifying complex concepts for users.
- Passionate about presentations, communications, and design, with a focus on helping people create amazing visual content.
- Highly organised and responsive to both internal and external stakeholders.
- Exceptional written and verbal communication skills in English.
- Familiarity with Hubspot, Zendesk, Slack, Google Suite, and similar tools.
- Comfortable and energised by operating in a fast-moving and problem-solving environment.
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Maintain a flexible schedule to ensure coverage for support needs, including potential weekend shifts:
- Weekdays: 1pm to 9pm (SAST)
- Weekends: 30-60 mins per day to clear the weekend tickets
- Odd weekends to step in to support other agents
Benefits Through Marketing Pros
🏡Remote-First, Flexible Work Model
🏢Shared Office Space in Cape Town
💻A Slack Community of Marketing Professionals
🌍Global Visibility
🤝Your Own South African Talent Partner
🤝Your Own South African Talent Partner
🧑🏻🤝🧑🏾Social and Training Events
📑Full-time South African Employment Contract
🧾HR, Payroll & Taxes are taken care of!
📑Full-time South African Employment Contract
🧾HR, Payroll & Taxes are taken care of!
