Nebula

Customer Success Manager

• Respond to customer inquiries via various channels chat, email or phone
• Provides customer and product support and guidance
• Diagnose and troubleshoot issues
• Guide customers through product features and best practices
• Escalate complex issues to the appropriate teams
• Document customer interactions and feedback for continuous improvement
• Identify trends in customer inquiries to improve processes and proactively address common issues
• Collaborate with cross-functional teams to improve customer experience
• Assist with onboarding and training for new customers
• Contribute to knowledge articles, process documents and FAQs
• Maintain Knowledge Base with solutions to common problems
• Track and manage support tickets
• Analyze customer data, common issues, bottlenecks and areas of improvement
• Proactive communication and customer engagement
• Strive to meet and exceed service levels to ensure high quality service delivery
• Provide customers with clear, accurate, timely, data-driven and actionable reports on the customer’s telecoms environment

Graduate Customer Success Support – Mobile

Administration

• Respond to customer inquiries via various channels chat, email or phone
• Provides customer and product support and guidance
• Diagnose and troubleshoot issues
• Guide customers through product features and best practices
• Escalate complex issues to the appropriate teams
• Document customer interactions and feedback for continuous improvement
• Identify trends in customer inquiries to improve processes and proactively address common issues
• Collaborate with cross-functional teams to improve customer experience
• Assist with onboarding and training for new customers
• Contribute to knowledge articles, process documents and FAQs
• Maintain Knowledge Base with solutions to common problems
• Track and manage support tickets
• Analyze customer data, common issues, bottlenecks and areas of improvement
• Proactive communication and customer engagement
• Strive to meet and exceed service levels to ensure high quality service delivery
• Provide customers with clear, accurate , timely , data- driven and actionable reports on the customer’s telecoms environment

Junior Mobile Administrator

Operations

• Monitor company server infrastructure and ensure proper escalation of alerts
• Administer Exchange and Active Directory, including new user creation, password resets, and account lockouts
• Follow up on all unresolved requests/incidents
• Raise and manage incidents with 3rd party vendors
• Lead and manage IT projects from inception to completion
• Provide technical expertise, guidance, mentoring, and training to junior IT team members
• Oversee the management, maintenance, and optimization of the company’s servers, storage systems, and network infrastructure
• Implement and enforce security measures to protect IT assets, data, and networks, ensuring compliance with internal policies, SOC, ISO standards, and other relevant regulations
• Handle complex technical issues and incidents, conduct root cause analysis, and implement solutions to prevent recurrence
• Implement and oversee change management processes to ensure smooth transitions and minimal disruption during system updates and upgrades
• Maintain accurate and up-to-date technical documentation, prepare reports for management, and communicate IT-related updates to stakeholders
• Ensure IT and Security compliance across all systems and processes, including adherence to SOC and ISO standards, audits, and regulatory requirements
• Manage and develop the IT team, including performance management, resource planning, and fostering a culture of accountability and continuous improvement
• Responsible for asset register maintenance and management
• Responsible for both OPEX and CAPEX management
• Vendor management
• Manage alignment with POPIA
• Available for standby duty, depending on operational requirements

Nebula

Graduate Customer Success Support – Mobile

Junior Mobile Administrator

IT Operations Specialist

Mid IT Support Specialist

Customer Support Intern