About Company
Join Career.zycto, a dynamic force at the intersection of HR technology and exceptional service delivery. We’re not just building innovative platforms; we’re cultivating an environment where every customer interaction is valued and transformative. For a Customer Email Support professional, this means a chance to be the frontline hero, empowering users and solving challenges with clarity and empathy. If you thrive on meticulous communication, enjoy deciphering complex queries, and want to contribute to a company that champions user success, Career.zycto offers a vibrant space to grow your expertise and make a tangible impact on our community.
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Job Description
Are you a meticulous communicator with a passion for helping others? Career.zycto is seeking a dedicated Customer Email Support Specialist to join our growing team in Lekki Phase 1, Lagos. In this vital role, you will be the primary point of contact for our valued users, providing exceptional support and ensuring their experience with our innovative HR technology solutions is seamless and positive.
At Career.zycto, we believe that outstanding customer service is not just about resolving issues; it’s about building lasting relationships and fostering trust. As a Customer Email Support Specialist, you will manage a wide range of inquiries via email, addressing questions, troubleshooting technical challenges, and guiding users through our platform’s features and functionalities. Your day will involve carefully reviewing incoming support tickets, diagnosing problems, providing clear and concise solutions, and escalating complex issues to the appropriate internal teams when necessary.
This position demands a keen eye for detail, excellent written communication skills, and the ability to empathize with users from diverse backgrounds. You’ll need to be adept at explaining technical concepts in an easy-to-understand manner, maintaining a professional and friendly tone in all correspondence. We are looking for someone who is proactive in seeking solutions, patient in their approach, and committed to exceeding customer expectations with every interaction.
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You will play a crucial role in maintaining our reputation for reliability and user satisfaction. This isn’t just a job; it’s an opportunity to become an integral part of a forward-thinking company that values its employees and invests in their growth. If you are passionate about technology, driven by customer success, and eager to contribute to a collaborative and dynamic work environment, we encourage you to apply. Join Career.zycto and help us shape the future of HR technology through unparalleled support.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via email, adhering to service level agreements (SLAs).
- Diagnose, troubleshoot, and resolve technical issues and user questions related to our HR technology platform.
- Provide clear, concise, and accurate information on product features, functionalities, and best practices.
- Escalate complex or unresolved issues to higher-level support or relevant internal departments, ensuring smooth handovers.
- Maintain accurate records of customer interactions, issues, and resolutions within our CRM system.
- Collaborate effectively with product, development, and sales teams to identify and address recurring issues or potential platform improvements.
- Contribute to the creation, review, and updating of knowledge base articles, FAQs, and self-help resources.
- Identify opportunities for process improvement to enhance overall customer satisfaction and efficiency.
- Stay informed about product updates and new features to provide up-to-date support.
Required Skills
- Exceptional written communication and grammar skills in English.
- Strong problem-solving and analytical abilities with a methodical approach.
- Proficiency in using email support software and CRM systems.
- Ability to work independently with minimal supervision and as part of a collaborative team.
- High level of empathy, patience, and a genuinely customer-centric mindset.
- Basic technical aptitude and a quick learner for new software and systems.
- Strong organizational skills and meticulous attention to detail.
Preferred Qualifications
- Previous experience (1+ years) in a customer support, help desk, or technical support role.
- Familiarity with HR software, SaaS platforms, or related information technology.
- Experience with ticketing systems like Zendesk, Freshdesk, or Salesforce Service Cloud.
- A Bachelor's degree or diploma in a relevant field (e.g., Communications, Business, Information Technology).
- Proven ability to handle high volumes of email inquiries efficiently without compromising quality.
Perks & Benefits
- Competitive salary package commensurate with experience.
- Comprehensive health and wellness benefits.
- Opportunities for continuous professional development and career growth.
- A vibrant, collaborative, and supportive work environment.
- Modern office facilities located in the heart of Lekki Phase 1.
- Regular team-building activities and social events.
How to Apply
If you are passionate about delivering exceptional customer service and thrive in a dynamic tech environment, we encourage you to apply! Please click on the application link below to submit your resume and a brief cover letter outlining your relevant experience.
