Client Support Analyst

Placements24; Kempton Park; On-site; ZAR 200,000 - 350,000; Full time

Benefits offered by this job

Medical aid

Retirement fund contributions

Career development and training

Job summary

Placements24 is seeking a diligent Client Support Analyst in Tembisa, Gauteng, to diagnose and resolve client issues with a strong focus on customer satisfaction.

The role requires 2-3 years’ experience in technical support, a IT/CS degree or equivalent, and proficiency with Zendesk and Salesforce. You will document solutions, train clients, and improve support processes in a collaborative office setting.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field; or equivalent experience.
• 2-3 years of experience in technical support or client service analyst role.
• Strong analytical and problem-solving skills with attention to detail.
• Proficiency in troubleshooting software and hardware issues.
• Excellent communication and interpersonal skills; ability to explain technical information clearly.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce).
• Ability to work independently and in a team.
• Must be based in or able to commute daily to Tembisa, Gauteng, ZA.

Responsibilities

• Provide first- and second-level technical support to clients via phone, email, and in-person assistance.
• Analyze and troubleshoot client issues; identify root causes and implement solutions.
• Document all client interactions, issues, and resolutions in the support system.
• Collaborate with development and QA teams to report bugs and propose enhancements.
• Develop and maintain knowledge base articles and support documentation.
• Assist in training clients on product usage and best practices.
• Monitor client system performance and provide proactive support where possible.
• Ensure adherence to SLAs and customer satisfaction goals.
• Participate in team meetings and contribute to a collaborative work environment.

Skills

Analytical skills

Problem solving

Customer service

Communication

Team collaboration

CRM experience

Technical troubleshooting

Education

Bachelor's degree in Information Technology or Computer Science

Tools

Zendesk

Salesforce

Job description

About the Role

Our client, a leading software solutions provider, is seeking a diligent and analytical Client Support Analyst to join their team in Tembisa, Gauteng, ZA . This role is essential for ensuring our clients receive timely and effective support, contributing to their overall satisfaction and success with our client's products. The ideal candidate will possess strong technical aptitude, excellent problem-solving skills, and a commitment to providing outstanding customer service. You will be responsible for diagnosing and resolving a variety of client issues, documenting solutions, and collaborating with internal teams to improve service delivery. This position requires the candidate to be physically present at our client's office in Tembisa, Gauteng, ZA , to facilitate direct interaction and immediate response to client needs. We are looking for a proactive individual who can analyze trends, identify root causes of issues, and contribute to the continuous improvement of our client's support processes. This role offers a great opportunity for career growth within a dynamic technology company operating in the Tembisa area.

Key Responsibilities

• Provide first and second-level technical support to clients via phone, email, and in-person assistance.
• Analyze and troubleshoot client issues, identifying root causes and implementing effective solutions.
• Document all client interactions, technical issues, and resolutions accurately in the support system.
• Collaborate with the development and quality assurance teams to report bugs and suggest product enhancements.
• Develop and maintain knowledge base articles and support documentation.
• Assist in training clients on product usage and best practices.
• Monitor client system performance and provide proactive support where possible.
• Ensure adherence to service level agreements (SLAs) and customer satisfaction goals.
• Participate in team meetings and contribute to a collaborative work environment.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Minimum of 2-3 years of experience in a technical support or client service analyst role.
• Strong analytical and problem-solving skills with attention to detail.
• Proficiency in troubleshooting software and hardware issues.
• Excellent communication and interpersonal skills, with the ability to explain technical information clearly.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce).
• Ability to work effectively both independently and as part of a team.
• Must be based in or able to commute daily to Tembisa, Gauteng, ZA .
• A customer-centric approach is essential.

Benefits

• Annual salary of ZAR .
• Opportunity to work with a growing software solutions provider.
• Comprehensive medical aid and retirement fund contributions.
• Structured career development path and training opportunities.
• Engaging team environment within our Tembisa office.
• Exposure to diverse client needs and technical challenges.