Customer Support Specialist - Technical

Placements24; Kimberley; Hybrid; CAD 18,000 - 29,000; Full time

Job summary

Placements24 is seeking a skilled Customer Support Specialist for a rapidly growing software company. This remote contractor role focuses on diagnosing and resolving technical issues and guiding users through product features.

You will work from home, supporting clients via email, chat and phone, with a time-zone alignment toward Kimberley, Northern Cape. The ideal candidate has at least 3 years in technical support, strong troubleshooting, excellent communication, and experience with CRM and

Qualifications

• Minimum 3 years in technical customer support or a similar role.
• Strong software troubleshooting methodologies.
• Excellent verbal and written communication skills.
• Proficiency with CRM systems and ticketing platforms.
• Ability to work independently in a remote setting.

Responsibilities

• Provide expert technical support to customers via email, chat, and phone.
• Troubleshoot and resolve complex software-related issues.
• Analyze technical problems and provide effective solutions.
• Document support interactions, solutions, and customer feedback.
• Create and maintain knowledge base articles and user guides.
• Escalate unresolved issues to senior technical teams.
• Assist in testing new product features and updates.
• Ensure high levels of customer satisfaction through efficient and empathetic support.

Skills

CRM systems

Troubleshooting

Communication

Problem-solving

Remote work

Tools

Ticketing systems

Job description

About the Role

Our client, a rapidly growing software development company, is seeking a skilled and dedicated Customer Support Specialist to provide technical assistance to their clients. This role is ideal for someone with a strong aptitude for troubleshooting and a passion for technology. You will be responsible for diagnosing and resolving technical issues, guiding users through product functionalities, and ensuring a seamless customer experience. As this is a remote contractor position, you will have the flexibility to work from home, contributing to our client's success from anywhere in South Africa, with a focus on support aligned with the time zone of Kimberley, Northern Cape.

Key Responsibilities

• Provide expert technical support to customers via email, chat, and phone.
• Troubleshoot and resolve complex software-related issues.
• Analyze technical problems and provide effective solutions.
• Document support interactions, solutions, and customer feedback.
• Create and maintain knowledge base articles and user guides.
• Escalate unresolved issues to senior technical teams.
• Assist in testing new product features and updates.
• Ensure high levels of customer satisfaction through efficient and empathetic support.

Requirements

• Minimum of 3 years of experience in technical customer support or a similar role.
• Strong understanding of software troubleshooting methodologies.
• Excellent verbal and written communication skills.
• Proficiency with CRM systems and ticketing platforms.
• Ability to work independently and manage time effectively in a remote setting.
• Strong problem-solving and analytical skills.
• Familiarity with (Specify relevant technologies, e.g., web applications, databases, operating systems) is a significant advantage.
• Must have a reliable internet connection and a suitable remote workspace.

Benefits

This contractor position offers a competitive hourly or project-based rate, commensurate with experience. As a fully remote role, you benefit from significant flexibility and the ability to work from your home office. Our client provides opportunities for professional development and exposure to cutting-edge technologies. This is a great opportunity to gain valuable experience with a dynamic company. While working remotely, you will be part of a supportive virtual team environment. This role is designated as Yes remote, with a general time zone alignment towards Kimberley, Northern Cape.