Consumer Support Agent

About Teya

Teya exists to make sure that every small and growing business in Europe has the opportunity to thrive. We want to become Europes go-to software solution for these businesses, simplifying their every day and helping them reconnect with the joy of running their business. Teya was born in 2019 and is home to over 2, 000 employees in 15+ countries. We've built a fast-paced, energetic, and innovative environment that is dedicated to bringing the best solutions to customers.

Your Team

Reporting to the Consumer Support Manager, the successful candidate will be a key addition to our Cape Town based service desk team. This role focuses on delivering world class customer support at speed. The right person will have customer support experience, be restless for improvement, and someone who enjoys working within a dynamic customer focused and fast paced environment.

This role is ideal for someone who wants a broad and wide reaching support role, requiring both technical expertise, good communication skills and a proven ability to multi-task to achieve several deadlines simultaneously. The preferred candidate will be experienced, able to adapt to change, and someone who enjoys working with in a dynamic fast paced environment. This role will suit someone with a strong work ethic and strategic mindset, who is looking to make an immediate impact on an exciting growth-stage company.

Your Mission

• Ensure that tickets logged are correctly categorised, at the appropriate level to allow detailed data analysis that will be used to identify possible problems.
• Ensure that assigned tickets are attended to and resolved within contracted SLA's and meet the standard set for quality of service.
• Ensure internal and external ticket communication is performed in a professional and timely manner.
• Escalate incidents/issues timely and accurately.
• Support Knowledge sharing / documentation creation within the department.
• Consistently live out, act, work and exhibit behaviours aligned to and congruent with company values
• Serve our Yoyo customers in a professional manner
• Take ownership of issues raised by our customers and see problems through to resolution.
• Escalate feedback from our customers to relevant teams (Product, Engineers) to constantly improve our offerings and anticipate future queries.
• Contribute to project and process streamlining under the guidance of the Customer Experience Manager.

Your Story

• The customer is the focal point of all decisions
• Strong understanding of IT systems
• Knowledge of Zendesk or similar ticketing service desks.
• Strong proficiency in Excel
• Ability to manage competing timelines and priorities
• Excellent analytical and communication skills (both written and oral)
• Hard working and self-motivated
• Strong problem-solving skills and attention to detail
• Ability to work in a fast paced and challenging environment
• Adaptability, creativity and innovation, initiative, resilience, consideration, analytical and intuitive

The Perks

• Hybrid working;
• Competitive salary and enrolment in the Universal SaltPay Stock Option Plan (USSOP) from your first day. The USSOP gives all employees the chance to be fellow company owners;
• Friendly, comfortable and informal office environment

Teya is for forward-thinkers and change-makers. We give greater priority to a growth mindset and the desire to learn over experience. We put our people first and focus on giving them the opportunities and challenges that foster personal growth. To build high-performing teams, were always looking for people with diverse backgrounds and experiences to join us.

All CVs and supporting documents must be submitted in English.