Customer Support Specialist - Technical

Placements24; Kimberley; Hybrid; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary with incentives

Hybrid work model

Medical and retirement plans

Training and career advancement

Job summary

Placements24 is seeking a Customer Support Specialist to join their Kimberley team. You will provide advanced technical support via phone, email, and chat, diagnose complex issues, and document solutions to enhance the knowledge base.

The role requires strong troubleshooting skills, experience with ticketing systems, and the ability to work in a hybrid environment in Kimberley. A proactive, customer-first approach is essential for success.

Qualifications

• Minimum of 3 years in a technical support or customer service role with a technical focus.
• Strong knowledge of software troubleshooting, hardware diagnostics, and network connectivity.
• Excellent problem-solving and analytical skills.

Responsibilities

• Provide advanced technical support to customers via phone, email, and chat regarding product functionality and troubleshooting.
• Diagnose and resolve complex technical issues, escalating when necessary to senior technicians or developers.
• Document all technical support interactions, solutions, and findings in the ticketing system.
• Create and update technical documentation, knowledge base articles, and FAQs.
• Assist in identifying recurring technical issues and recommend solutions or product improvements.
• Collaborate with engineering teams to test new features and provide user feedback.

Skills

Technical support

Customer service

Troubleshooting

Communication skills

Remote support tools

Ticketing systems

Networking knowledge

Tools

Ticketing systems

Remote support tools

Job description

About the Role

Our client is seeking a technically adept and customer-centric Customer Support Specialist to join their team in Kimberley . This role requires a strong understanding of technical products and the ability to effectively guide customers through troubleshooting processes. You will be instrumental in resolving complex technical issues, ensuring customer satisfaction, and contributing to the overall efficiency of the support department. This is an excellent opportunity for a proactive individual to develop their career in technical support within the Northern Cape region.

Key Responsibilities

• Provide advanced technical support to customers via phone, email, and chat regarding product functionality and troubleshooting.
• Diagnose and resolve complex technical issues, escalating when necessary to senior technicians or developers.
• Document all technical support interactions, solutions, and findings in the ticketing system.
• Create and update technical documentation, knowledge base articles, and FAQs.
• Assist in identifying recurring technical issues and recommend solutions or product improvements.
• Collaborate with engineering teams to test new features and provide user feedback.

Requirements

• Minimum of 3 years of experience in a technical support or customer service role with a technical focus.
• Strong knowledge of software troubleshooting, hardware diagnostics, and network connectivity.
• Excellent problem-solving and analytical skills.
• Superb communication and customer service abilities.
• Proficiency with ticketing systems and remote support tools.
• Ability to work effectively in a hybrid environment in Kimberley .

Benefits

• Competitive annual salary with performance incentives.
• A hybrid work model offering flexibility.
• Comprehensive medical and retirement savings plans.
• Opportunities for ongoing training and professional advancement.
• Join a supportive team dedicated to technical excellence in Kimberley .