Customer Service Representative at Snapplify

Customer Service Representative

What are we looking for?

We’re looking for an experienced Customer Service Representative with strong technical ability who can deliver exceptional customer service while confidently investigating and troubleshooting technical problems.

This role goes beyond traditional customer service. You’ll work across Snapplify’s products and systems, investigate customer issues, reproduce problems, test solutions and collaborate with technical teams to drive issues through to resolution. You don’t need to be a software developer, but you should be technically curious, comfortable learning new systems and able to investigate problems methodically.

You could be a great fit if you:

• Have 2+ years' experience in customer service, customer support or technical support
• Are highly customer focused and communicate clearly and professionally
• Have strong troubleshooting and problem-solving skills
• Are technically curious and enjoy understanding how systems and products work
• Can troubleshoot applications, browsers, devices, user accounts and connectivity issues
• Ask the right questions and investigate problems before escalating them
• Take ownership of issues and drive them through to resolution
• Are proactive and raise blockers when you need assistance
• Can explain technical concepts clearly to non-technical customers
• Are organised and comfortable managing multiple priorities
• Work well with others and collaborate effectively across teams
• Learn quickly and continuously work towards mastering new products and technologies
  
  

You must also:

• Be based in Cape Town, Durban or Johannesburg
• Have a functional home-office environment with reliable internet access and backup power
• Have reliable transport or your own vehicle for office days and onsite support visits
• Be comfortable working rotating shifts as part of a team providing 24/7 customer support
  
  

What will you be doing?

As part of our Customer Service team, you will:

• Support customers through phone, email, live chat and face-to-face interactions where required
• Investigate and troubleshoot customer and technical queries
• Reproduce reported issues and gather the technical information needed to diagnose them
• Document clear reproduction steps, expected behaviour and actual behaviour
  
• Help validate bugs and confirm whether product fixes have resolved reported issues
• Participate in product testing and execute or contribute towards test cases
  
• Maintain accurate customer and ticket information
• Identify recurring problems and opportunities to improve our products, processes and documentation
• Take responsibility for the work you commit to and continue driving issues towards an appropriate outcome
  
  

Technical skills

You should be comfortable with, or able to quickly learn:

• Windows, macOS, Android, iOS and ChromeOS
• Web browsers and browser troubleshooting
• Installing, updating and troubleshooting applications
  
• Basic networking and connectivity troubleshooting
• Reading and interpreting error messages
• Testing expected versus actual behaviour
• Jira and structured bug reporting
• Software testing and test-case executions
  
  

Experience with APIs, browser developer tools, SSO, system integrations, QA/testing tools or test automation would be highly advantageous.

Tools we use

You don't need to know every tool from day one, but you should be comfortable learning new technology quickly.

• Freshdesk, Freshchat and Freshcaller
• Jira
• Google Workspace
• Slack
• Slab
• SkillsBase
• eReading applications and digital-content platforms
  
  

What will make you stand out?

Experience in any of the following would be advantageous:

• Technical support or IT helpdesk environments
• Software testing or Quality Assurance
• Writing and executing test cases
• Jira and bug/defect management
  
• SSO, authentication or system integrations
• Digital education or EdTech
• DRM and digital-content platforms
  
  

Formal IT qualifications are beneficial but not essential. Demonstrable technical aptitude, curiosity and strong troubleshooting ability are equally important.

What kind of person will succeed at Snapplify?

The strongest candidates won't simply close tickets. They will want to understand why something happened, investigate it properly, communicate clearly with the customer, involve the right people when necessary and continue driving the issue until an appropriate outcome has been reached. We value people who take ownership, are proactive, ask questions, learn from previous issues, share knowledge, accept feedback and continuously develop their technical and customer-service skills.

What can you expect from Snapplify?

• A competitive salary
  
• Birthday Leave
• A collaborative and supportive working environment
• Exposure to technology, digital education and software products
• Opportunities to develop both your customer-service and technical skills
• Opportunities to work closely with other teams collaboratively
• An environment that encourages ownership, learning and continuous improvement