PM Officer / Junior Project Manager
Xebia Poland
Partner Support Analyst – Bilingual, English and French
Onafriq
full-time
Posted on:
Origin: • 🇿🇦 South Africa
Visit company websiteJob Level
Junior
About the role
- Assign general back-office customer calls & technical issues reported by partners
- Ensure support calls and help desk tickets are dealt with promptly and appropriately
- Participate in continuous learning by documenting novel issues and resolution steps
- Provide input into service improvement through network & service monitoring
- Proactively problem-solve to avoid recurring issues, applying best-practice when resolving customer issues
- Work closely with team of Partner Support Analysts in customer-query management and issue resolution
- Respond to calls and tickets logged through the Onafriq ticketing system
- Consult system logs to investigate issues described in tickets
- Liaise between Partner Support Analysts, Team Leader, and Head of Partner Support
- Document issue resolution to contribute to department reference and training materials
- Work assigned shifts on a 24/7 rotation (Day, Night, Late shifts)
Requirements
- Self-starter with natural curiosity for constant improvement of customer service
- Fluent in English (written and oral) and French
- Ability to multitask in an environment with shifting priorities
- Ability to work autonomously in a highly demanding environment
- Ability to 'read' a customer's emotional state, social graces, communication, and friendliness
- Experience in Telco/ICT customer support environments
- Experience administering Zendesk (Enterprise tier a plus)
- Working knowledge of Zendesk channels including Support, Guide, Talk, Chat & Explore
- Strong understanding of Zendesk SLA functionality and reporting
- Experience writing scalable business rules and automations
- Experience with Customer Support team processes
- Able to work on the 24/7 rotation service
- Solution oriented with solid problem-solving ability
- Willingness to perform at a level that exceeds expectation
- Ability to undertake role with the highest level of integrity
- Diploma/Bachelor’s degree in a relevant field
- Certification in customer care-related courses is an advantage
- Previous experience using various service desk tools
- Advanced technical help-desk experience; network monitoring tools and methodologies advantageous
- 1–3 years of experience in customer support role, tickets management
