Client Support Specialist - Technical Solutions

Placements24; United States; Hybrid; USD 20,000 - 34,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work model

Health insurance

Professional development

Modern Paarl office

Retirement plan

Paid time off

Performance reviews

Career growth

Job summary

Placements24 is seeking a proactive Client Support Specialist for our Paarl, Western Cape office. You will provide first-line technical support to clients, troubleshoot software issues, and guide users through platform features in a hybrid work setup.

You will document interactions, escalate complex problems when needed, contribute to knowledge bases, and help maintain SLAs. The role offers growth opportunities within a fintech environment and a supportive team in Paarl.

Qualifications

• Experience in a customer support or helpdesk role.
• Strong written and verbal English communication.
• Ability to explain technical information to non-technical users.

Responsibilities

• Provide first-line technical support to clients via phone, email, and ticketing system.
• Diagnose and resolve software installation, configuration, and usage issues.
• Assist clients with navigating platform features and functionalities.
• Document client interactions, issues, and resolutions in the support system.
• Escalate unresolved or complex issues to senior staff with detailed information.
• Contribute to the knowledge base and customer FAQs.
• Identify trends in client issues and report them to management.
• Ensure adherence to SLAs for response and resolution times.
• Participate in team meetings and training sessions to enhance product knowledge and support skills.
• Provide feedback to product development on user experience improvements.

Skills

Customer support

Communication skills

Problem solving

Team collaboration

Education

High school diploma

Tools

Ticketing system

CRM software

Job description

About the Role

Our client, a prominent provider of financial software solutions, is seeking a proactive and detail-oriented Client Support Specialist to join their team in Paarl, Western Cape, ZA . This role is integral to ensuring our clients receive timely and effective support for our sophisticated financial platforms. You will be responsible for troubleshooting technical issues, guiding users through platform functionalities, and escalating complex problems to higher support tiers. This hybrid position offers the benefit of working both from our conveniently located Paarl office and remotely, providing flexibility while fostering team collaboration. We are committed to empowering our clients and require individuals who are passionate about delivering exceptional service and possess a strong aptitude for technology. This is an excellent opportunity to develop your skills within the fintech sector and contribute to a company that values innovation and employee growth.

Key Responsibilities

• Provide first-line technical support to clients via phone, email, and ticketing system.
• Diagnose and resolve common technical issues related to software installation, configuration, and usage.
• Assist clients with navigating platform features and functionalities.
• Document client interactions, issues, and resolutions accurately in the support system.
• Escalate unresolved or complex issues to senior support staff or specialized teams with detailed information.
• Contribute to the development and maintenance of the knowledge base and customer FAQs.
• Identify trends in client issues and report them to the management team.
• Ensure adherence to service level agreements (SLAs) for response and resolution times.
• Participate in team meetings and training sessions to enhance product knowledge and support skills.
• Provide feedback to product development on user experience and potential improvements.

Requirements

• Previous experience in a customer support or helpdesk role, preferably within the tech or financial services industry.
• Solid understanding of software applications and operating systems.
• Excellent problem-solving and troubleshooting abilities.
• Strong written and verbal communication skills in English .
• Proficiency in using ticketing systems and CRM software.
• Ability to explain technical information clearly to non-technical users.
• High school diploma or equivalent; further technical certifications are a plus.
• Must be able to work a hybrid schedule, commuting to our Paarl, Western Cape, ZA office as required.
• Proactive attitude and a commitment to customer satisfaction.
• Ability to work effectively both independently and as part of a collaborative team.

Benefits

• Competitive salary package.
• Hybrid work model for work-life balance.
• Comprehensive health insurance coverage.
• Opportunities for professional development and certifications.
• Modern office facilities in Paarl .
• Retirement fund contributions.
• Paid time off and company holidays.
• Supportive team environment.
• Regular performance reviews and feedback.
• Potential for career advancement within the company.