This role is for a sharp, energetic CX & Technical Support Associate who will serve as the frontline hero for Cloud9 Marketing users (referred to as cloud9ers). You will be responsible for providing comprehensive support, helping customers resolve issues, understand Cloud9 features, troubleshoot technical problems, and deliver a delightful support experience across all customer experience channels.
Key Responsibilities
- Provide fast, friendly, high-quality support via chat, email, social, and phone.
- Troubleshoot user issues, including payment failures, transaction delays, and app navigation questions.
- Escalate bugs, fraud signals, and critical technical issues to engineering and product teams.
- Maintain accurate ticket logs and internal documentation.
- Assist with onboarding new users and educating them on Cloud9 features.
- Track user pain points and propose process or product improvements.
- Support community engagement and reputation management on social platforms.
Requirements
Experience and Qualifications
- 1–3 years experience in customer support, technical support, or fintech operations.
- Qualification: BA/BSc/HND.
Skills and Attributes
- Strong communication, empathy, and problem-solving skills.
- Basic technical troubleshooting ability (e.g., analyzing logs, screenshots, device types, app versions).
- Familiarity with Customer Relationship Management (CRM) and ticketing tools (e.g., Zendesk, Intercom, Freshdesk).
- Passion for digital products, fintech, and youth services.
- Ability to stay calm, clear, and solution-oriented under pressure.
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