South Africa - Customer Support Expert

Stellenbosch, Western Cape, South Africa | Customer Support | Part-time | Partially remote

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We're a rapidly growing cycling company that produces subscription-based software with the intent of making cyclists and triathletes faster on their bikes. The demand for customer support is increasing with our growing number of subscribers. Thus, we're looking to expand our customer support team.

 

What does a TR Customer Support Expert do?

  • Interact with customers (and potential customers) who are seeking help and information regarding our software and the devices with which our software interacts
  1. Most interaction is through email via a cloud-based, customer service platform (as to avoid bombardment of your own email account).
  2. Some interaction is through online chats or phone calls when necessary or requested.
  • Create and update support-related documentation on our website as needed
  • Test software issues and communicate software bugs between departments

 

What we’re looking for in a Customer Support Expert

  • Locally based in Stellenbosch, South Africa
  • Excellent Writing Skills
  1. Not only are we looking for someone who can express themselves by writing clearly and accurately, but someone who can do so in a friendly, warm tone. We’re a friendly and laid-back company, and we want to convey this through our support.
  • Critical Thinking Skills
  1. Many questions or problems customers submit are not necessarily straightforward. Our customer support experts must be able to employ some higher-level thinking skills when addressing certain issues.
  • Patience
  1. Remain calm with difficult or upset customers
  2. Take the time and care to thoroughly work through problems
  • Teamwork Skills
  1. Work with other support experts to solve problems and update each other about solutions
  • Technical Competence
  1. General knowledge of computers and operating systems is a bonus (The more tech-minded our experts are, the better. After all, we are a tech company!)

 

Hours & Wage

We’re looking for part-time employees who can devote 20 hours per week.

Support experts are compensated 240 ZAR/hour to start and will receive an annual 14 ZAR raise on the anniversary of their hiring date. 

Support experts’ hours are flexible! We like to have a set schedule for a few months at a time, but we do our best to work around whatever else our experts have in their lives.

We have subscribers around the globe, so being able to work early or late at night is more than fine with us!

 

Start Date

New Support Experts can start mid-July 2021.

FAQs

Do I have to be a cyclist to apply?

Nope! Of course, you’ll have to learn a few things about cycling and the anatomy of a bike if you’re not, but not everyone in our company is a cyclist.

 

Where is the TrainerRoad office?

Our office is located at the De Wet Centre at Bird St, Stellenbosch Central, Stellenbosch, 7600, South Africa.

 

In addition to your résumé, please include a cover letter that explains why you'd like to work for TrainerRoad. No need to stress about it! Keep it short and sweet (for your sake and mine :) ). If you don't include a cover letter, your application is rejected immediately.