Product; Helpdesk Specialist

The Product (Helpdesk) Specialist is the frontline of customer interaction, combining support, troubleshooting and insight generation to improve the product. Acting as a bridge between customers and product teams, the role translates real user experiences, challenges and pain points into clear, actionable insights. Beyond delivering responsive first-line support, the specialist builds deep product knowledge through hands‑on problem-solving and identifies patterns, usability issues and unmet needs.

This enables them to contribute to product improvements and enhance the overall customer journey. The role helps shift the Helpdesk from reactive support to a proactive, insight‑driven function that supports product development and decision‑making. We’re looking for curious, analytical individuals who are eager to learn, embrace new technologies, and continuously seek ways to improve products and customer experiences.

• Act as first-line support for product-related customer and user queries across multiple channels (telephone, email, CRM).
• Deliver professional, empathetic, and solution‑driven customer interactions while maintaining strong ownership of issues through to resolution.
• Build deep understanding of customer use cases, workflows, and real‑world product usage through ongoing engagement. Proactively identify customer friction points and usability challenges during support interactions.

• Develop and maintain a strong understanding of product features, functionality, and system workflows.
• Continuously build product knowledge through hands‑on troubleshooting, product usage, and customer interaction.
• Participate in product demos, feature releases, and internal knowledge‑sharing sessions.
• Stay informed on product updates, enhancements, and changes to effectively support users and contribute insight.

• Capture, categorise, and synthesise customer issues into structured insights, including recurring themes, trends, and root causes.
• Translate customer pain points into clear, actionable product insights that can inform product decisions.
• Contribute to structured feedback loops with Product Managers, Product Owners, and Product teams. Maintain clear and well‑documented records of issues to support insight generation and product improvement.

• Contribute to product discovery by providing real customer context, use cases, and observed behaviour patterns.
• Support validation of product changes, enhancements, and fixes through user feedback and testing.
• Provide input into usability, workflows, and feature enhancements based on frontline experience.
• Assist in bridging the gap between customer needs and product development priorities.

• Troubleshoot and resolve system‑related issues, including basic bug investigation and replication.
• Diagnose and analyse user‑reported problems with a structured, analytical approach.
• Escalate complex issues with clear documentation, context, and initial findings to support efficient resolution.
• Support system configurations, onboarding, and data validation activities.

• Identify recurring issues and contribute to root cause analysis and long‑term solutions.
• Contribute to the development and maintenance of knowledge bases, help articles, and support documentation.
• Support improvements in support processes, customer journeys, and operational efficiencies.
• Actively contribute to building a proactive, insight‑driven Helpdesk capability.

• Manage onboarding processes, customer account setup, and system access.
• Maintain accurate and up‑to‑date records in CRM and ticketing systems.
• Prioritise and manage support requests in line with defined SLAs.
• Ensure high levels of data accuracy, compliance, and process adherence.

• Gr.12/Matric/School Leaving Certificate is essential
• Relevant tertiary qualification in Information Systems, IT, Computer Science, Business Administration, or related field
• Proven experience in customer support, product support, helpdesk, or technical…