Customer Solutions Specialist (Remote)
Media/Marketing/Sales
Cape Town – Western Cape ~ Johannesburg – Gauteng ~ Durban – KwaZulu Natal ~ Remote
ENVIRONMENT:
A secure e-Signature platform is seeking a motivated Customer Solutions Specialist to enhance the adoption and success of their digital signing solution. This role involves guiding users through onboarding, training, and ongoing support, ensuring a smooth and efficient experience. The specialist will provide tailored solutions to meet customer needs and foster long-term client relationships. This position emphasizes proactive customer engagement and requires strong communication skills. It is not a call center role but focuses on customer success and support in a more personalized and strategic capacity.
DUTIES:
- Customer Support: Respond to user queries via email, chat, and tickets, offering timely and accurate solutions related to their e-signature platform.
- User Onboarding: Guide new users through the onboarding process, ensuring they can set up and start using the platform with ease.
- Training and Product Education: Conduct virtual training sessions to educate users on platform features and best practices, ensuring they maximize their use of the platform.
- Drive Application Usage: Engage with users to increase their understanding and usage of the platform, driving continued product adoption.
- Customer Success: Build and maintain long-term relationships with users, ensuring they are getting maximum value from the platform and are satisfied with their experience.
- Feedback and Improvement: Gather user feedback and collaborate with the product team to suggest improvements that enhance the customer experience.
REQUIREMENTS:
- Customer-Centric Mindset: A passion for helping users and delivering a top-tier experience.
- Problem Solving: Critical thinking and the ability to offer creative solutions tailored to user needs.
- Tech-Savvy: Able to learn and use various software tools to assist customers efficiently.
Nice to Have:
- Experience working with SaaS platforms or in customer success roles.
- Familiarity with CRM tools (e.g., HubSpot, Salesforce) and support platforms.
- Experience delivering virtual training or onboarding.
ATTRIBUTES:
- Excellent Communication Skills: Strong written and verbal communication abilities to explain technical solutions clearly and effectively.
- Self-Motivated & Independent: Comfortable working remotely, managing your own schedule, and delivering results without close supervision.
- Attention to Detail: Able to handle queries accurately, identify patterns, and ensure high-quality customer service.