HydroIQ is a smart metering device that is plugged into the existing water supply network, turning the traditional water system into a smart water grid.
HydroIQ is installed at the households to monitor consumption in real-time, and allow consumers to pay for only the water they consume on a pay as you go basis using mobile money.
We are looking for a Customer Support Specialist to serve customers by providing product and service information and resolving product, service problems, attract potential customers by answering product and service questions and suggesting information about other products and services. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
Responsibilities
- Respond to customer queries in a timely and accurate way, via phone, email or chat
- Identify customer needs and help customers use specific features
- Analyze and report product malfunctions.
- Update our internal databases with information about technical issues and useful discussions with customers
- Monitor customer complaints on all communications channels and reach out to provide assistance
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share with our Product, Sales and Marketing teams
Qualifications
- Experience as a Customer Support Specialist or similar CS role
- Familiarity with our industry is a plus
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
- BSc in Information Technology or relevant diploma
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