Senior Technical Support Specialist - Hybrid & Growth

Placements24; United States; Hybrid; USD 29,000 - 44,000; Full time

Benefits offered by this job

Competitive salary

Medical aid benefits

Pension fund

Hybrid work model

Professional growth opportunities

Job summary

Our client, a prominent provider of specialized business software, is seeking an experienced Customer Support Specialist to join their dedicated team in Klerksdorp, North West . This role is crucial for providing in-depth technical assistance and problem resolution for their sophisticated software solutions.

The ideal candidate will possess a strong aptitude for understanding complex technical challenges, exceptional diagnostic skills, and a commitment to delivering outstanding customer service.

Qualifications

• Minimum 4 years of experience in technical customer support for complex software.
• Strong troubleshooting methodologies and diagnostic tools.
• Proficiency in SQL and database management.
• Experience with Windows Server and Linux operating systems and basic networking.
• Excellent problem-solving, analytical, and communication skills.
• Experience with CRM and ticketing systems.
• Ability to work independently in a hybrid work arrangement.
• Degree in Computer Science, IT, or related field, or equivalent experience.

Responsibilities

• Provide high-level technical support for software products.
• Diagnose, troubleshoot, and resolve complex technical problems related to software configuration, integration, and performance.
• Analyze user-reported issues, replicate problems in test environments, and identify root causes.
• Escalate unresolved issues to the development or engineering teams with detailed documentation and clear problem descriptions.
• Develop and maintain technical documentation, including user guides, troubleshooting articles, and knowledge base entries.
• Assist customers in understanding and utilizing advanced features of the software.
• Collaborate with quality assurance teams to test bug fixes and new releases.
• Provide training and support to junior members of the customer support team.
• Monitor customer support queues and ensure service level agreements are met.

Skills

Problem-solving

Analytical thinking

Communication

Time management

Independent worker

Hybrid work arrangement

Education

Degree in Computer Science/IT or related field

Tools

SQL

CRM systems

Ticketing systems

Database management

Job description

Our client, a prominent provider of specialized business software, is seeking an experienced Customer Support Specialist to join their dedicated team in Klerksdorp, North West . This role is crucial for providing in-depth technical assistance and problem resolution for their sophisticated software solutions.

The ideal candidate will possess a strong aptitude for understanding complex technical challenges, exceptional diagnostic skills, and a commitment to delivering outstanding customer service.