Customer Support Specialist - Technical Troubleshooting

Placements24; London Borough of Newham; Hybrid; GBP 32,000 - 54,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Health benefits

Hybrid work arrangement

Professional development

Modern workspace

Job summary

Placements24 is seeking a proactive Customer Support Specialist for a hybrid role in London. You will assist users with technical inquiries, troubleshoot software issues, and maintain accurate ticket records while collaborating with product teams.

The ideal candidate has strong communication skills, experience with SaaS products, and a passion for delivering excellent customer service in a hybrid East London setting.

Qualifications

• Proven experience in a customer support or technical support role, preferably in software.
• Strong understanding of software applications and common technical issues.
• Excellent troubleshooting and problem-solving skills.
• Proficient in using customer support software, ticketing systems, and CRM platforms.
• Outstanding verbal and written communication skills.
• Ability to explain technical concepts clearly and concisely.
• Must be able to work effectively in a hybrid environment located in East London, Eastern Cape .
• A positive attitude and a commitment to providing excellent customer service.
• Experience with SaaS products is a plus.

Responsibilities

• Provide timely and effective technical support to customers via phone, email, and chat.
• Troubleshoot and resolve software-related issues, guiding users through step-by-step solutions.
• Identify, document, and track bugs and technical problems, escalating when necessary.
• Maintain and update customer records and support ticket information in the CRM system.
• Create and update knowledge base articles and FAQs to assist customers and internal teams.
• Collaborate with product development and quality assurance teams to report issues and provide feedback.
• Ensure customer satisfaction by providing prompt, accurate, and professional support.
• Assist with user training and provide guidance on software functionality.
• Contribute to team efforts by accomplishing related results as needed.

Skills

Customer support

Technical support

SaaS experience

CRM systems

Troubleshooting

Communication skills

Documentation

Tools

Ticketing systems

CRM platforms

Job description

About the Role

Our client, a dynamic provider of business software solutions, is seeking a proactive and technically adept Customer Support Specialist to join their team in East London, Eastern Cape . This role is crucial for assisting clients with technical inquiries, troubleshooting software issues, and ensuring a high level of customer satisfaction. You will be part of a dedicated support team, working in a hybrid model that combines on-site collaboration with remote flexibility. The ideal candidate possesses strong problem-solving skills, excellent communication abilities, and a passion for technology and customer service. This is a fantastic opportunity to grow your career within a supportive environment in East London .

Key Responsibilities

• Provide timely and effective technical support to customers via phone, email, and chat.
• Troubleshoot and resolve software-related issues, guiding users through step-by-step solutions.
• Identify, document, and track bugs and technical problems, escalating when necessary.
• Maintain and update customer records and support ticket information in the CRM system.
• Create and update knowledge base articles and FAQs to assist customers and internal teams.
• Collaborate with product development and quality assurance teams to report issues and provide feedback.
• Ensure customer satisfaction by providing prompt, accurate, and professional support.
• Assist with user training and provide guidance on software functionality.
• Contribute to team efforts by accomplishing related results as needed.

Requirements

• Proven experience in a customer support or technical support role, preferably in software.
• Strong understanding of software applications and common technical issues.
• Excellent troubleshooting and problem-solving skills.
• Proficient in using customer support software, ticketing systems, and CRM platforms.
• Outstanding verbal and written communication skills.
• Ability to explain technical concepts clearly and concisely.
• Must be able to work effectively in a hybrid environment located in East London, Eastern Cape .
• A positive attitude and a commitment to providing excellent customer service.
• Experience with SaaS products is a plus.

Benefits

• Our client offers a competitive salary, performance-based bonuses, and comprehensive health benefits.
• Employees enjoy a hybrid work arrangement that promotes work-life balance.
• Opportunities for professional development and training are provided to enhance skills and career growth.
• This role is based at our office in East London, Eastern Cape , in a modern and collaborative workspace.
• We foster a culture of continuous improvement and teamwork, offering a rewarding career path for dedicated individuals.
• Join a company committed to technological innovation and exceptional customer support.