Nebula

Customer Support Intern

Nebula

internship

Posted on:

Location Type: Hybrid

Location: Johannesburg • South Africa

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Job Level

Entry Level

About the role

  • 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

Requirements

  • 3-year tertiary qualification (minimum NQF level 5)
  • Degree or Diploma in Information Technology or Telecommunications
  • Strong problem-solving abilities and technical troubleshooting skills
  • Ability to communicate technical concepts to non-technical users
  • Understanding CRM and ticketing systems
Benefits
  • High spec laptops and equipment for you to comfortably
  • Access to our Well - being program and Employee support services – we believe in work/life balance being of utmost importance for you and your family so this perk is for them too
  • Grow your skills and learn something new with paid for Microsoft courses and certifications
  • Give back by participating in our Culture and Social Responsibility initiatives

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical troubleshootingproblem-solvingdata analysiscustomer supportprocess improvementproduct guidanceknowledge management
Soft skills
communicationcollaborationcustomer engagementproactive communicationtraining
Certifications
Degree in Information TechnologyDiploma in Telecommunications