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Client Services Support Agent – Gauteng, SA
Location
- South Africa
Type
- Remote
Level
- Junior
Type
- Full - Time
DeepAlert is an established brand providing AI video analytic solutions to the surveillance industry worldwide. We service many of SA leading off-site Monitoring companies providing a cost-effective, cloud-based monitoring platform. Due to increased demand for our product we are expanding our team and require an experienced Business Development Manager with an extensive network and a track record of sales in the surveillance industry.
We are seeking a dedicated and customer-oriented Client Services Support Agent to join our growing team at DeepAlert. As a Client Services Support Agent, you will be the first point of contact for clients, ensuring they have a seamless experience using our services. You will assist clients in troubleshooting technical issues, provide guidance on using our products, and ensure their satisfaction with our services. You will further also be involved in assisting new clients with onboarding during the initial take on, as well as training new clients on how to best use our software.
Reporting to: Head of Client Services
Location: Gauteng
(Including but are not limited to the below)
- Customer Support: Respond promptly and professionally to client inquiries via phone, email, or ticketing system, providing effective solutions to technical and non-technical issues.
- Troubleshooting: Identify and diagnose client issues with DeepAlert’s products and provide timely resolutions.
- Product Guidance: Educate clients on how to maximize the use of DeepAlert products, including configuring camera systems, interpreting analytics data, and using our software features.
- Escalation Handling: Escalate unresolved issues to the technical team or relevant department and ensure that all cases are followed through to resolution.
- Client Onboarding: Assist new clients with setup and integration of DeepAlert’s solutions into their environment, providing training and support during the onboarding process.
- Collaboration: Work closely with the product and DevOps teams to provide feedback and suggestions for product improvement based on client needs and experiences.
- Experience: At least 2-3 years of experience in a client services or technical support role, preferably in a SaaS, technology, or security-related industry.
- Technical Aptitude: Familiarity with camera systems, analytics software, or AI-powered technologies is a plus. Ability to quickly learn and navigate new software tools.
- Communication Skills: Excellent verbal and written communication skills with a customer-centric approach. Ability to explain technical concepts to non-technical clients.
- Problem-Solving: Strong analytical and troubleshooting skills, with a proactive attitude toward resolving issues.
- Attention to Detail: Ability to manage multiple client cases simultaneously while ensuring high-quality service and timely resolutions.
- Team Player: Collaborative, with the ability to work well within a team environment and support cross-functional teams when necessary.
- Availability: Flexible to work in shifts, as our support team may provide assistance outside standard business hours.
- Required: Stable internet connection, as well as own transport.
This job description reflects the core responsibilities and qualifications for the role but is not an exhaustive list. We are looking for a dynamic individual who is passionate about customer service and eager to contribute to the success of DeepAlert’s mission.
Preferred Skills:
- Experience with ticketing systems (e.g., Freshdesk, Zohodesk, etc).
- Advanced knowledge of video surveillance systems and IT networking
