We’re looking for a Customer Support Consultant to join our team! Wyzetalk is a mobile-first employee engagement company that connects large businesses with their dispersed, non-desk workforce to improve communication, increase engagement and boost productivity.

Are you curious about new platforms and technologies and have a desire to deliver world-class customer service? Are you excited by the idea of owning a problem and providing a quick resolution? Can you deal with ambiguity and keep up with the pace of a company whose cycles are measured in hours, not weeks?

The Role

The customer support consultant will work as part of a support team delivering 24/7 first level support to our global customer base. Support will be delivered via chat, telephone, email, and our internal service desk. The support consultant is expected to learn the Wyzetalk content management system, to enable them to understand the problem, and in some cases even solve the query with the client. Additionally, during quiet times, the consultant will be required to create support materials such as FAQs, support documentation and also to assist the Quality Assurance, Testing and Professional Services teams.

Work Hours

Initially it is expected that the support consultant will be working 12 hour night shifts, 3 days on, 3 days off etc. Over time, the timing, frequency, and length of the shifts may change as the team grows, and support requirements change. Due to the shift nature of the work, the candidate is required to have their own transport. 

Customer Service Skills

  • Ability to interact with customers over multiple channels at the same time, including chat, telephone, email, and our service desk.

  • Strong multi-tasking abilities, as the consultant must be able to handle concurrent interactions with multiple customers

  • Strong telephone, and written communication skills, including customer facing etiquette

  • Be able to work with customers to identify issues that may be complex, erratic, and difficult to recreate

  • Able to avoid jargon and explain complex concepts

  • Must have patience, enjoy working with customers, and enjoy solving problems

  • Be able to use judgement and common sense to answer customer questions

Technical Knowledge

  • Basic understanding of device platforms (desktops, laptops, tablets, mobile phones, streaming devices), compression software, digital services and associated technical terminologies

  • Experience using windows, email, word, excel, powerpoint

  • Experience creating training materials such as manuals, video, FAQs etc would be advantageous

Minimum Required Skills

  • Excellent command of the English language (written and verbal)

  • Must have a caring and empathetic demeanour

  • Ability to use effective questions and to demonstrate active listening

  • Good comprehension skills – ability to clearly understand the issues customers present

  • Good telephonic skills

Minimum Experience and Qualifications

  • Completed Grade 12 / NQF Level 4 / Matric

  • SA Citizen / Permanent Resident

  • 3 months experience in a technical or customer support environment

  • Previous experience in a customer service environment will be beneficial

Start Date: As soon as possible

Apply

To apply, send your CV to careers@wyzetalk.com