Technical Officer providing support and maintenance for IT systems at BCXP. Involves troubleshooting, administration of services, and client engagement in Johannesburg.
About the role
- Partner with Support, Operations, Sales and Customer Success teams to establish and refine operations related to provisioning our customers
- Guide customers through the initial customer journey points and deliver customer centric solutions to improve overall customer experience
- Iterate and improve on strategies and automations that streamline current workflows and tooling
- Contribute to team knowledgebase when finding solutions to common situations
- Carry out day-to-day strategies for new customer onboarding, targeting rapid execution with minimal friction
- Ensure smooth transitions between Sales, Implementation, Support and CS Teams and foundational success for ongoing customer relationships
- Provide personalized customer implementation with efficient, automated workflows.
- Exercise clear communication and collaboration strategies to ensure smooth customer transitions and scalability.
- Build and maintain strong relationships with customers throughout their onboarding and migration journey before transitioning to Customer Success Management
- Champion a customer-first approach that balances personalized support with scalable processes.
- Maintain target metrics related to provisioning, new customer onboarding efficiency, customer satisfaction, revenue impact, process optimization, scalability, team performance, and strategic alignment.
Requirements
- Experience working with external customers; Internal sales, support and success teams
- Strong cross functional collaboration and customer relationship management
- Familiar with SaaS platforms and cloud-based technologies
- Excellent problem-solving, and communication skills
- Desire to learn about cutting edge technologies
- Mandarin speaking is a must
Benefits
- Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit.
- Stock options: you have the opportunity to participate in the ownership of the company.
- Health insurance: we support you and your family–your well-being matters.
- Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location.
- Career pathways program: you can grow horizontally, vertically, or any way you want.
- Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.
- Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
Technical Officer providing IT support and maintenance in Johannesburg, focusing on proactive management and incident resolution.
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