Posted on: 05 September 2024
ID 922945

Customer Support Specialist

We have an exciting opportunity for a Customer Support Specialist to provide customer support to internal stakeholders as well as external clients, through the set-up, administration and maintenance of projects and products executed through the IQbusiness Insights platform.

The successful candidate will be responsible to set-up new clients, create projects and services; complete all stakeholder requests, monitor survey health and data integrity, taking into consideration SLAs and ensuring completion within client service level agreements [SLAs].

Roles & Responsibilities
  • Client and Stakeholder Support: Provide support to clients, team members and internal stakeholders.
  • Problem Solving, Quality & Improvement: Play an active role in identifying problems and applying resolutions. Track issues and bugs affecting users.
  • Operational Tasks: Carry-out operational tasks, including in-platform technical project set-up; data cleaning; file management and uploading; survey scripting, testing and deployment as well as project monitoring.
  • Operational Administration: Carry-out administrative tasks related to customer support including ticket review and resolution.
  • Personal Development: Drive personal development aligned with OKRs through self-teaching and knowledge sharing.
  • Quality: Ensure quality throughout project completion related processes.
Competencies
  • Ability to support multiple stakeholders in a highly responsive, fast-paced environment
  • General knowledge of market research as an industry would be ideal
  • Passion for problem-solving with general and technical problem-solving abilities
  • Cross-departmental collaboration
  • Project management skills
  • Effective communication skills
  • Effective at multi-tasking
  • Eager to learn and master new skills
  • Approachable go-to person
  • Adaptable
  • Analytical thinker
  • Attention to detail
  • Process oriented approach to work
  • Customer-focused
  • Time management skills
  • Strives for service delivery excellence
Requirements
  • Matric
  • Minimum 1+ [one] years practical experience in a customer support; technical support; research; project management; product development or Information Technology [IT] role.
  • Curent relevant qualification certifications [if relevant].
  • Proficient in Microsoft and Office tools; specifically, MS Teams, MS Outlook, SharePoint, Excel, PowerPoint, and Word.
  • Proficient in Google applications.
  • Competence and experience using software and tools such as CSS and HTML is advantageous.
Please note: As all IQbusiness roles require honesty in the handling of or access to cash, finances, financial systems, or confidential information; our recruitment process requires that the following background checks be completed: credit, criminal, ID and qualification verification

IQbusiness is committed to sustainable growth and transformation, we embrace diversity and employ previously disadvantaged individuals
Occupation:
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