Customer Support Specialist – ViaGo Inc

Job Description

About the job
As a Customer Support Specialist, you will play a pivotal role in enhancing the user experience on our multi-vertical digital platform by providing top-tier support to customers. You will be responsible for resolving merchants and customer’s inquiries via phone, email, or chat, ensuring that all outstanding issues are fully supported. Furthermore, you will be responsible for providing regular updates to the Technical Administrative officer regarding user’s feedback and any unresolved technical issues in the backend.

Key Responsibilities:
· Onboard and train new merchants on using the merchant panel and our mobile platforms, i.e., E-commerce (Marktplus/Auction) and logistics (ViaCargo)
· Timely and accurately provide responsive support to users (merchants and customers) via phone, chat, or email.
· Assist customers in understanding platform functionality and features.
· Informing customers about new platform features.
· Set up meetings or calls between (prospective) clients and Account Executives.
· Troubleshoot basic issues and escalate technical problems to relevant teams.
· Maintain accurate records of merchant activity and customer interactions.
· Create FAQs, guides, and support materials for platform users.
· Collect user feedback and recommend improvements to the operations and product teams.

Requirements and Skills:
· 1–3 years in customer service, onboarding, or merchant support roles.
· Proficiency in using help desk software and remote support tools.
· Hands-on experience with multiple sales techniques (including cold calls)
· Strong communication and interpersonal skills.
· Familiarity with e-commerce platforms, mobile apps, or CRM tools.
· Familiarity with MS Excel (analysing spreadsheets and charts)
· Strong attention to detail and a dedication to providing excellent customer support.
· Fluent in English; local languages are a plus.
· Basic tech troubleshooting skills and attention to detail.
· A customer-first mindset and willingness to grow with the company.

NOTE: Applicants must reside or willing to relocate in or near Madina, Adenta, Haatso, Legon, Oyarifa, North Legon, or nearby areas).

Attractive salary and benefits
· Competitive Base Salary range (Monthly): GHS 1,200-1,700 depending on experience and qualification
· Commissions: A calculated commission payable upon successful merchant on-boarding and first sale. Performance-Based Add-On (Tied to Merchant Revenue Target) i.e., a percentage share of the platform’s revenue share from that merchant for the first 3 months.
· Bonuses: Quarterly bonus for meeting support and onboarding KPIs targets.
· Mobile and airtime allowances
· Ongoing training and development.
· Career growth opportunities in a scaling start-up.
· Paid time off: 10-15 days annually.
· Hybrid work option (1-2 days remote/week) after a year.
· Performance reviews every 12 months with raise potential.
· Equity or profit sharing opportunity after a year contract for a long-term commitment.
· Exciting Company Culture: Join a dynamic and innovative team, where your contributions are valued, and you can make a real impact in a rapidly growing industry.