A support guru who thrives on providing an exceptional support experience, focused on welcoming customers and make working with Kounta a simple and enjoyable experience.You’re a great match if you know POS, possess fantastic troubleshooting skills, are driven to help customers and partners and have the ability to dive deep into a new product to learn it inside and out.KountaKounta is a Point of Sale platform that takes offline stores, onlineWe are a dynamic and growing team that develop creative and innovative solutions to real-life problems and you will be required to grow with us and have great impact on the design and development of KountaOur Team
Have passion for developing creative solutions in a team, translating abstract concepts into simple solutions
Listen to, understand and adapt to all users
Demonstrate strong technical design sense across the big picture through to the devilish detail
Are enthusiastic and keen to join talented peers in innovation
Want everyone to learn and share knowledge with others to improve our craft
Are building a culture that is a joy to work in and with
Your ResponsibilitiesAnswer 1st level support queries and escalate to Support Lead where necessary
Work with customers in a constructive and helpful way to deliver solutions
Proactively provide feedback on possible product and workflow enhancements
Develop the ability to see a customer's next steps and proactively provide assistance
RequiredExcellent written English.
Excellent customer service and support skills – the ability to listen, be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
Excellent communication skills - You must be able to convey technical product support to customers of all levels of proficiencies in our tickets as well as knowledge base articles
Excellent listening and questioning skills, combined with the ability to interact confidently with customers to establish what the problem is and explain the solution
Collaborate in establishing world-class customer service policies, processes and standards
A strong sense of urgency - Respond to customers and partners in a fashion that inspires confidence and continued loyalty
Ability to empower end-users to support themselves using our product and Support Centre
Ability to evaluate, troubleshoot, and follow-up on issues as well as replicate and document for further escalation
A desire to learn, master and teach
Proactively identify and propose solutions for potential issues that users face
Listen, understand and respond to Kounta customer's and partner's requirements at Point of Sale
DesiredAt least 2 years or more of technical support and customer service experience.
Experience using Support ticketing or live chat software.
Basic knowledge of various online, mobile and desktop platforms; iOS, Android, OSX, Windows
Rudimentary familiarity with the concept of an API as a method to extend and connect applications
Basic understanding of how online SaaS applications provide functionality and value for their customers by utilising the web
Experience troubleshooting in a SaaS environment with an assertive deploy schedule
Kounta hires the best and brightest - only apply if you're a premier league championship winning player
You will be joining a bright and experienced team who love what they are doing to create a unique experience for our customers.
EXCELLENT COMPENSATION PACKAGE AWAITS THE SUCCESSFUL CANDIDATES.Job Types: Full-time, PermanentSalary: Php40,000.00 to Php50,000.00 /month
