Customer Service and Onboarding Specialist at Ashewa Technology Solution S.C.

Position Title: Customer Service and Onboarding Specialist

Employer: Ashewa Technology Solution S.C.

Employment: Full-Time | Permanent

Place of Work: Addis Ababa, Addis Abeba - Ethiopia

Posted date: 1 year ago

Deadline: Submission date is over

Job Summary:

The Customer Service and Onboarding Specialist is responsible for providing exceptional customer support and guiding new customers through the setup and onboarding process for our site builder and cloud services platform. This role is the primary point of contact for customer inquiries, troubleshooting, and ensuring a smooth onboarding and a smooth product delivery experience.

Key Responsibilities:

• Respond to customer inquiries and support requests via phone, email, and chat in a timely and professional manner
• Troubleshoot customer issues related to the site builder, cloud services, billing, and other platform features
• Educate and guide new customers through the onboarding process, ensuring they understand how to effectively use the platform
• Provide step-by-step instructions and walkthroughs to help customers set up their accounts, assign customer projects to developers, follow up, and arrange training for final delivery.
• Escalate complex technical issues to the appropriate product or engineering teams as needed
• Identify common pain points or areas for improvement in the customer experience and provide feedback to the product team or manager.
• Maintain detailed records of customer interactions, resolutions, and feedback in the customer relationship management (CRM) system
• Participate in cross-functional projects and initiatives to enhance the customer experience

Required Skills and Experience:

• 2+ years of experience in customer service, technical support role, or related, preferably in the software or technology industry
• Strong communication and interpersonal skills, with the ability to explain complex technical concepts in a clear and concise manner
• Excellent problem-solving and critical thinking skills, with the ability to quickly identify and resolve customer issues
• Familiarity with web development technologies, content management systems, and cloud-based services
• Passionate about delivering exceptional customer service and a positive user experience
• Adaptable and able to work in a fast-paced, dynamic environment

Preferred Qualifications:

• Experience with site builders, web hosting, or cloud platform services
• Understanding of web design, HTML, CSS, and basic programming concepts
• Familiarity with agile software development methodologies
• Bilingual or multilingual skills (e.g., Amharic, English, and another language) Advantage

Salary: Base salary + sales commission.