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