Bookem is seeking a proactive and detail - oriented Support Analyst to join our team. This role involves engaging directly with customers, troubleshooting technical issues, and collaborating with internal teams to ensure excellent service delivery. The successful candidate will play a pivotal role in enhancing our customer support experience, maintaining product quality, and contributing to the continuous improvement of our services.
If you enjoy working with great software and delighting people by offering impactful solutions to problems they never knew they had, this is the role for you! While much of the work can be done remotely, you will be required to come into our Hout Bay office a couple of times a week to collaborate with the team.
Location: Hybrid (Remote and in - office, Hout Bay, South Africa)
Employment Type: Full - time
1. Customer Support and Issue Resolution:
Collaborate with development and product teams to investigate and resolve customer issues.
Diagnose and troubleshoot technical problems reported by customers.
Maintain accurate and thorough notes of customer interactions and issue resolutions in our CRM system.
Respond thoughtfully and professionally to customer inquiries through email, phone, and chat channels.
2. Customer Training and Guidance:
Provide training and support to customers on product features and functionality.
Create and contribute to knowledge base articles and documentation to improve customer self-service.
3. Proactive Problem-Solving:
Identify and escalate high-priority issues to the appropriate teams or individuals.
Recognise opportunities to present impactful solutions to customers that address unmet needs.
Assist with testing new product features and functionality before they are released.
4. Collaboration and Team Support:
Work closely with a small, supportive team to explore various areas of the business as part of your growth.
Assist with tasks and responsibilities as needed, beyond the scope of direct support.
Essential Skills and Experience:
Strong problem-solving and analytical skills, particularly in diagnosing technical issues.
Excellent communication skills (verbal and written) with a customer-centric approach.
Familiarity with CRM systems and maintaining detailed customer interaction records.
Ability to work collaboratively across teams and escalate issues appropriately.
Proficiency in creating clear, helpful documentation and knowledge base articles.
Desirable Skills and Experience:
A background in the medical or health sector, with knowledge of how various aspects of practices are run.
Experience in customer support within a software or technology environment.
Basic understanding of software testing and troubleshooting methodologies.
Comfort with remote and in-office work environments and using virtual collaboration tools.
Education:
A bachelor’s degree or higher is preferable.
Personal Attributes:
Self-motivated, proactive, and eager to learn new skills.
Passionate about great software and presenting meaningful solutions to customers.
Strong organisational skills and attention to detail.
Flexibility to adapt to a dynamic and evolving work environment.
A desire to make people happy by solving their problems, even the ones they didn’t know they had.
What We Offer:
Opportunities for professional growth in a supportive and collaborative environment.
Contributions towards operating, software, and hardware expenses based on your needs and role requirements.
A hybrid work environment with time split between remote work and in-office collaboration in Hout Bay.
A chance to work in a small team where your contributions have a meaningful impact on our business and customers.
If you’re passionate about providing exceptional customer support, enjoy working with impactful software, and love solving problems creatively, we’d love to hear from you. Please submit your CV and a cover letter detailing your experience and interest in this role to jobs@bookem.com
This role is ideal for someone who thrives in a hybrid work environment, has a strong interest in the medical or health sector, and enjoys making customers happy with innovative solutions.