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Hybrid Support Second Level Specialist Support Second Level Specialist

Horizons · South Africa · Hybrid

About the job

About Horizons

At Horizons, we're building the infrastructure to power borderless teams. By handling global payroll, benefits, taxes, and compliance, our technology enables businesses to hire anyone anywhere compliantly at the push of a button.

If you're interested in adding to our vision of enabling people to work in dream jobs, for every company, and from anywhere in the world, apply now!

We're committed to building a global, diverse team representing different and varied backgrounds, perspectives, and experiences. We welcome applications from everyone, regardless of gender, ethnicity, sexual orientation, religion, civil or family status, age, or disability. Being a Horizoneer means being part of a growing, international family.

About the role

A Support Second Level Specialist at Horizons fulfills a crucial service and support role, utilizing our internal ticketing tool to effectively manage client inquiries, issues, and requests. Their primary focus is to provide exceptional service, ensuring timely resolution, tracking progress, and maintaining clear communication channels. By leveraging the ticketing tool, they optimize the client and client employee experience, foster client success, and contribute to the overall satisfaction of Horizons' valued clients.

Key responsibilities:
  • You will be part of the second level support team. You will respond promptly to customer inquiries via email and phone and in the near future over chat.
  • You will provide advanced support for issues that are not resolved at the first level by utilizing our knowledge base and working cross-departmentally on finding solutions.
  • You will escalate unresolved issues to the appropriate internal teams, providing necessary documentation and detail.
  • You will handle customer complaints, provide appropriate solutions and alternatives within our SLA.
  • You will proactively follow-up with the customers and other departments until they are resolved to the satisfaction of the customer.
  • You will log all customer interactions in the ticketing system, ensuring all tickets are with accurate timeline information.
  • You will develop and maintain internal knowledge bases and FAQs to aid in issue resolution and reduce ticket volume.
  • You will report recurring problems and suggest improvements to the team lead.

Requirements:
  • You have relevant work experience in a customer support role, managing a ticket pipeline and answering first level tickets yourself.
  • You are proficient in working with Customer Support tools e.g. Freshdesk, Zendesk, or WeCom/WeChat.
  • You have excellent communication skills (advanced English skills required) and put the customer experience before anything else.
  • You have the ability to multitask, prioritize, and manage time effectively.
  • You have a proven experience solving customer inquiries on the phone, by chat and by email.
  • You enjoy the fast-paced world of Customer Support and the freedom to make quick decisions.

What it's like working at Horizons

Our service & product. We're a technology company, not an accountancy, payroll provider, recruitment firm or similar. We build a workforce management platform that allows our customers to hire the best talent in minutes, without worrying about compliance, payroll, or HR admin.

Our amazing team and environment. Working at Horizons means you're working on something very exciting: Allowing every person on the planet to have access to equal opportunities in living a fulfilled work and personal life. We believe in hiring from within and going the extra mile to retain top talent. As the company continues to grow extremely fast, you will be given the opportunity to develop and grow alongside.

Our benefits and perks. Being a Horizoneer means that you get the benefit of:
  • A competitive salary
  • An asynchronous working environment
  • A "Remote-First" company environment (or Hybrid) - based on the nature of the job
  • The ability to work from abroad for a short period of time
  • Growth opportunities within the company
  • Select your preferred hardware, be it Windows or Mac, and we'll purchase it for you

How to apply

Please fill out the form below and upload your CV in a PDF format.

If you don't have an up-to-date CV but you are still keen to reaching out, please feel free to add a copy of your LinkedIn profile instead.

Need help? Get in touch with us at: hiring@joinhorizons.com