Product Support Executive at WorkPay

Role Overview

• Workpay seeks emerging B2B technical customer service pros to join our pan-African Product Support team. Product Support Executives are rapid responders. You must learn software tools quickly and communicate professionally and effectively via chat, email, and phone with non-technical users, helping solve their time-sensitive software problems.
• Internally, you will advocate for ers, testing new features and ensuring that our Product, Engineering, Payroll, and Customer Success Teams are aware of and addressing user needs.
• You will report to the Product Support Manager in Nairobi, while collaborating continuously with the Nigeria Customer Success Executive and Country Manager, and our Product, Finance, and Business teams in Nairobi and Lagos. KPIs will include your response and resolution times, as well as user satisfaction with their interactions with you and our Product.

Responsibilities

• Become and remain an expert in Workpay’s product features, functionality, and knowledge base.
• Respond rapidly, decisively, and effectively to time-sensitive user inquiries and problems, communicating effectively with non-technical users across multiple channels.
• Take ownership of time-sensitive user issues and follow problems through to resolution.
• Create and manage support tickets, ensuring clear understanding and rapid resolution.
• Deliver a responsive, action-oriented, and pleasant support experience to users.
• Help test new features, and provide continuous feedback to our Product Team regarding system bugs and user experience, ensuring change and resolution.

Required Experience & Qualifications

• Bachelor's degree in communications, business, software, or other relevant fields.
• 1+ year providing B2B customer support for software products in Africa.
• A crisp, clear technical communicator capable of quickly and effectively communicating use cases, features, and functions of B2B IT products to non-technical users.
• A highly responsive, natural problem solver .
• Highly organized and structured; capable of leveraging IT tools to manage a high volume of priorities and conversations, ensuring none of them slip through the cracks.
• Decisive, confident, and collaborative: equally capable of making quick, independent decisions or engaging team members and colleagues to solve problems.
• Growth mindset: ready to grow yourself and take on new challenges and opportunities, try new approaches, and respond to new developments within a fast-growing startup.
• A love for learning and sharing new IT tools to increase individual and group productivity
• Familiarity and comfort with Google Workspace for document creation & management.
• Familiarity and comfort with Call Management software
• Experience with Hubspot or similar CRM, onboarding, and ticketing solutions.

Bonus Qualifications

• Experience in the HR/ payroll space
• French language skills