Product Support Executive

About the job

What we are looking for:

Client is a Payroll, Benefits, Compliance & embed finance for local and remote teams in Africa.
We seek two emerging B2B technical customer service pros to join our pan-African Product Support team. Product Support Executives are rapid responders. You must learn software tools quickly and communicate professionally and effectively via chat, email, and phone with non-technical users, helping solve their time-sensitive software problems.

Non-Negotiable Qualifications:

1+ year providing B2B customer support for software in Africa is a must.
Familiarity and comfort with Call Management software.
Experience with HubSpot or similar CRM, solutions.

What does the job involve?

Become and remain an expert in Workpay’s product features, functionality, and knowledge base.

Respond rapidly, decisively, and effectively to time-sensitive user inquiries and problems, communicating effectively with non-technical users across multiple channels.

Take ownership of time-sensitive user issues and follow problems through to resolution.

Create and manage support tickets, ensuring clear understanding and rapid resolution.

Deliver a responsive, action-oriented, and pleasant support experience to users.

Help test new features, and provide continuous feedback to our Product Team regarding system bugs and user experience, ensuring change and resolution.

Qualifications

Bachelors degree in communications, business, software, or other relevant fields

1+ year providing B2B customer support for software products in Africa

A crisp, clear technical communicator capable of quickly and effectively communicating use cases, features, and functions of B2B IT products to non-technical users

A highly responsive, natural problem solver

Highly organized and structured; capable of leveraging IT tools to manage a high volume of priorities and conversations, ensuring none of them slip through the cracks

Decisive, confident, and collaborative: equally capable of making quick, independent decisions or engaging team members and colleagues to solve problems

Growth mindset: ready to grow yourself and take on new challenges and opportunities, try new approaches, and respond to new developments within a fast-growing startup

A love for learning and sharing new IT tools to increase individual and group productivity

Familiarity and comfort with Google Workspace for document creation & management

Familiarity and comfort with Call Management software

Experience with Hubspot or similar CRM, onboarding, and ticketing solutions

Benefits

Competitive, incentive-based remuneration.

Purpose driven work. We are building the rails for employment payments and compliance across Africa, helping drive economic growth and development,

Career advancement through constant opportunities for learning and growth,

Working in a flexible, vibrant team environment