Onboarding and Support Specialist at Dial Afrika

Job Description:

As an Onboarding and Support Specialist at Dial Afrika, you will play a critical role in ensuring our clients have a seamless experience using Bonga. You will be responsible for managing the onboarding process, working closely with clients to understand their unique needs, and helping them customize Bonga to fit their business needs. You will also provide ongoing support to clients, troubleshooting issues and answering questions to ensure their continued success using Bonga.

Responsibilities:

• Manage the onboarding process for new clients, including setting up their account, customizing Bonga to fit their business needs, and training them on how to use the platform.
• Serve as the main point of contact for clients, providing ongoing support and answering questions to ensure their success using Bonga.
• Troubleshoot issues that arise, working with clients to identify and resolve any technical issues or bugs.
• Work with the product team to provide feedback from clients and suggest new features or improvements to Bonga.
• Create SLAs and Ensure client satisfaction within set SLAs
• Create and ensure an ease in issue escalation matrices from when reported to when solved
• Develop and maintain strong relationships with clients, building trust and rapport to ensure their long-term success using Bonga.
• Assist in the creation of support documentation, such as FAQs and user guides, to help clients effectively use Bonga.
• Stay up-to-date with industry trends and best practices in customer support, sharing insights and knowledge with the team.
• Train customers on product usage best on their use cases and ensure regular communication on updates, new features and downtime updates

Requirements:

• Bachelor's degree or Diploma in Information Technology, Data Analytics or related field.
• 2+ years of experience in a technical support or customer success role, preferably in a SaaS environment.
• Strong technical skills, including experience with HTML, CSS, JavaScript, and SQL.
• Familiarity with customer support tools, such as Zendesk or Intercom or Jira
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and meet deadlines.
• Understands how to create and manage Scrum processes or Scrum Operations
• Fluency in English and Kiswahili.