Customer Experience for Kanexa | Remote SA
About us
Kanexa enables global corporate buyers to digitise and automate their supply chain financial operations across their vast network of suppliers. Deployed on modern technology, including cloud, blockchain and generative AI, and integrated to ERP and supplier accounting software, transactional data (PO, invoice, logistics, goods receipt) is passed digitally between a buyer and their suppliers and matched against codified contract terms, with discrepancies resolved based on rules and workflow. Approved invoices are automatically scheduled for payment with the option for early payment. The outcome is a significant reduction in OpEx, faster and more accurate approval and payment, increased visibility and improved supplier working capital.
At a glance
Ensuring an exceptional Client Experience from on-boarding to day-to-day technical support of our solutions. This role is key to putting our client user’s needs at the heart of what we do every step of the way.
The role will effectively partner with our customers to tackle the challenging business and technical issues they face in innovative ways. In this role, you will be directly responsible for helping people use the Kanexa platform, diagnose and report problems they have, and serve as the bridge between our customers and our product & engineering teams.
The role of Customer Experience, Technical Specialist will include all elements of L1 & L2 support and will include responsibility for key steps of the customer journey, for example on-boarding and production support. The role holder will be a key contact and resource for clients. Reporting to Senior Customer Success Manager the successful candidate will work within the Customer Success team to engage with customers and colleagues across the business. Liaising between the development team and leadership team to ensure that all technical tickets, questions, and calls are handled effectively and in a timely manner. The work pattern for the role will vary depending on location and will require flexibility to work within a global team.
On any given day you will be responsible for.…
- Answering incoming technical requests from the business through telephone, emails or online messages.
- Logging and tracking tickets and providing analytics to your line manager through the service desk application.
- Ensure 1st line support processes and procedures are in place and ensure that these are effective.
- Collaborate with customers to gain additional information before escalating or closing off tickets.
- Ensure customer satisfaction by working with the wider team to ensure that customer issues are either resolved in a timely manner or are at least communicated to about progress of their issues.
- Providing basic technical support such as helping with platform deployments, customers’ browser issues when interacting with our platform etc.
- Communicate in a timely and professional manner with external customers ensuring they are kept up to date and informed on the progress of their ticket.
- Collating feedback from customers for the wider Customer Success and Product team.
- Escalating complex issues that go beyond the responsibilities of L1/L2 to someone in L3 which would include the main engineering team, SRE’s and DevOps.
- Work within defined Customer Service Level Agreements.
- Consistently enhance Kanexa operational processes, suggest and implement more efficient methods to better support our teams and clients.
- Continuous learning and training about Kanexa’s product and the wider ecosystem to enable you to support customers and the wider business.
- Work within company policies to ensure confidentiality and good governance.
- Document and standardize relevant processes and documentation – both client-facing and internal
- Compiling logs and data for effective triage and diagnosis, and consistently assessing alert severity levels to recommend necessary adjustments, ensuring Kanexa processes align with business requirements.
- Effectively execute any special projects or ad-hoc tasks as assigned.
- Willingness to work flexible hours (due to global nature of the team), participate in on-call rotations and limited travel may be required.
You will bring….
- Computer Science degree or 2-3 years in technical customer support/operations
- System implementation/integration experience, ERP knowledge
- Familiarity with ERP Integration, Cloud Computing, Managed Services, Web APIs, Blockchain
- Preferred experience in Supply Chain Finance/Management
- Strong problem-solving skills, attention to detail, and logical thinking
- Collaborative team player with a bias for action
- Ability to work independently in a fast-paced environment
- Effective communication with internal/external teams, adapting to various audiences
- Customer-focused with organizational and project management skills
- Fluent in Business English, additional languages a plus
What you can expect…. (please note that this may vary depending on location of candidate)
- Competitive salary
- Other benefits will be dependent on location (please note there may be a financial amount paid per month in lieu of benefits package)
- Fast-paced start-up environment where you can see your role and responsibilities grow
- Growing company with diversified opportunities across all departments which enhance your skill set.
- Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.
How to Apply:
If you are interested in joining the Kanexa team and contributing to transforming financial operations for corporations worldwide, please submit your CV and cover letter outlining your qualifications and relevant experience.
Kanexa is an equal opportunity employer and is committed to diversity and inclusion in the workplace. We encourage all qualified individuals to apply.
