Customer Support Specialist

Customer Support Specialist 

SimplePay’s purpose is to pick a fight against mediocrity. We must do our part to make people feel we care - because we do - a lot. 

Our mission is to make this world more human, and we’re looking for enthusiastic young people to help us continue the fight.

Our 48,000+ customers (businesses in South Africa, Ireland, Hong Kong, and Singapore) need to feel appreciated in every interaction with us - whether it’s a prompt, helpful reply to an email, patient assistance over the phone, thoughtfully written documentation or a system that shows it was designed with all the care and attention we could muster. At SimplePay, we're people first, employees second, and our Customer Support Team enables us to reflect this daily. 

Joining our team means taking on a role with a supportive team culture where you can truly make an impact, whether you're still starting in your career or bringing your experience to a new setting. Content and system training for the role will be provided, so all you need is the right attitude, analytical ability, and a passion for proactively helping people.

Core Responsibilities:

•     Offering support through phone, email, and live chat to ensure customers get the help they need
•     Delivering system guidance to users navigating our platform
•     Digging deeper into customer queries to understand and address their concerns effectively
•     Guiding customers to the right Help Site resources for quick, self-service problem resolution
•     Ad hoc tasks as and when needed
   

Preferred Experience:

• Experience in online customer service, payroll administration and/or accounting/bookkeeping
• Experience working in a remote environment
• Experience working with any/all of our internal tools: Slack, Google Suite, FreshWorks CRM, Jira, Confluence, 15Five
   

Required Qualifications and Skills:

• A minimum of a matric exemption
• The discipline to work effectively in a fully remote environment
• A stable, high-speed internet connection of at least 25mbps and a suitable workspace for remote work
• Ability to work during periods of load-shedding without interruption.
• Excellent problem-solving skills and the ability to navigate complex customer issues
• Strong technical aptitude with a willingness to learn and master new software
• Strong numerical and analytical skills 
• Proficient in numeracy and problem-solving
• Outstanding communication skills, both in writing and speaking
• Exceptional attention to detail 
• The ability to interpret and understand a customer’s issue
   

What’s in it for you?

💰 Salary: up to R 15,500/month (up to R 18,400 CTC)
🌐 Location: Fully remote / work-from-home environment
⏰ Working Hours: Full-time, 8 am - 5 pm or 9 am - 6 pm (as per company requirements), Monday-Friday
🌴 Annual Leave: 20 working days/year
🏨 Medical Aid Benefit: up to R 2,900 / month (through our Discovery group scheme)*
💬 Counselling Benefit: Access to free unlimited counselling, financial, life and career coaching (through Kaelo)*
👫 Supportive Team: in a growth-minded company with opportunities to learn and grow
 

Hiring Steps:

We’re looking for someone amazing and long-term. We’re going to invest a lot of time in this process, and we expect you to want to do the same. A successful candidate can expect to go through the following hiring process:

1. Application
2. Task and One-way Video 
3. Interview 1 (meet-and-greet)
4. Interview 2 (practical/technical testing)
5. Interview 3 (general questions)
6. Background Checks (criminal and reference)

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