Customer Support Specialist

We are looking for a Customer Support Specialist who is passionate about delivering exceptional customer service and ensuring a positive user experience. As the first point of contact for our customers, you will support buyers and suppliers using the DOXA Connex platform by resolving enquiries, managing support tickets, and working closely with our Product, Engineering, and Project teams to ensure timely issue resolution.

This role is ideal for someone who enjoys problem-solving, communicating with customers, and working in a fast-paced SaaS environment.

Key Responsibilities

• Serve as the primary point of contact for customer enquiries via Zoho Desk, email, WhatsApp, and other communication channels.
• Provide timely and professional support to buyers and suppliers using the DOXA Connex platform.
• Troubleshoot application and functional issues, providing step-by-step guidance where applicable.
• Log, manage, prioritise, and track support tickets to resolution while ensuring SLA compliance.
• Escalate complex technical or system issues to the appropriate internal teams with complete documentation.
• Follow up proactively with customers and internal stakeholders to ensure issues are resolved promptly.
• Support customers on procurement workflows, supplier onboarding, purchase orders, invoices, approvals, payments, and other platform-related enquiries.
• Conduct regular online product training and onboarding sessions for new and existing users.
• Maintain accurate support records and contribute to knowledge base articles, FAQs, and user guides.
• Identify recurring issues, customer feedback, and product improvement opportunities, and communicate them to the Product team.
• Collaborate closely with Customer Success, Product, Engineering, and Project teams to deliver an excellent customer experience.