IT & CX Specialist – RightCom

Job Description

About the job

RightCom has been revolutionizing customer experience in Africa for more than a decade. Creating innovative experiences that make customer journey seamless, personalized, simple and outstanding, RightCom empowers businesses in approximately 30 markets to join and thrive in the experience economy.

Our CX platform – RightCom XP – allows businesses to anticipate customer needs and identify upselling and cross-selling opportunities regardless of the touchpoint (mobile app, website, location, contact center, as well as agent network) while RightCom OS offers next-gen managed services (MS).

Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Creativity, Trust, and Customer Success. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

We are embarking on an innovation agenda as an organization-wide transformation of people and technology capabilities to enable digital-first delivery for every product and service. Our ambition is to establish digital and data points that allow us to: attract, retain and develop customers; secure existing revenue streams; and innovate where we identify a competitive advantage.

The IT & CX Specialist reports to the Customer Success Manager and is the primary point of contact at RightCom, providing day-to-day support to our clients’ end users in their mission to leverage our hardware and software to enhance the customer experience (CX) within their organizations. Generally stationed at our clients’ premises, your role is to proactively and reactively ensure that our software and hardware (digital kiosks, mini-PCs, tablets, printers) are functioning flawlessly and that all stakeholders can easily use our products.

Responsibilities

As an IT & CX Specialist, you will be responsible for the following tasks:

Proactive Support

• Identify recurring incidents and participate in their analysis
• Implement the preventive maintenance plan
• Continuously enrich the knowledge base with FAQs for identifying recurring incidents and their resolution tutorials
• Create a self-service culture where end users can easily find 90% of the solutions to problems and/or customer service requests in the knowledge base
• Maintain the hardware and software inventory by managing hardware stock and license availability

Training

• Organize webinars or in-person sessions after each new software release to familiarize end users with the latest innovations and their benefits
• Document and keep user guides up-to-date to provide easy access to information for new end users
• Coordinate periodic gamification activities to make learning about our products fun and ensure a daily usage rate of over 70%

CX Insights

• Assist business teams in leveraging data collected by our software to better understand their customers’ experience.
• Regularly recommend actions to improve the customer experience.
• Help business teams create performance reports perfectly aligned with their CX strategy.

Level 1 & 2 Support

• Receive user requests through various channels (phone, ticketing tools, email, etc.).
• Log, qualify, prioritize, and process requests as quickly as possible.
• Provide first- and second-level support remotely or on-site to resolve user incidents (hardware or software) as quickly as possible, in accordance with agreed Service Level Agreements (SLAs).
• Escalate requests to higher levels using the escalation matrix.
• Monitor requests throughout their lifecycle.
• Inform users of the progress and resolution of their cases.
• Ensure compliance with service level agreements (SLAs).
• Document interventions and update records.
• Produce customer service activity reports.

Qualifications

• Strong interest in automation and knowledge management
• Excellent technical proficiency in Windows, Linux, and Android environments
• Computer science degree (high school diploma or equivalent)
• Previous experience in IT customer service or software support (Level 1 or 2) is a plus
• Good knowledge of ticketing tools and user environments
• Ability to diagnose, qualify, and prioritize incidents
• Comfortable communicating with users, both orally and in writing
• Customer-focused, patient, and able to explain things clearly
• Positive, proactive, and solution-oriented attitude
• Meticulous attention to detail in tracking cases and adhering to procedures
• Ability to work in a large corporate environment
• Innovative mindset and proactive approach
• Team spirit and a commitment to continuous improvement
• Basic knowledge of ITIL best practices and project management methodologies