Client Support Analyst - Midrand

Placements24; Midrand; On-site; ZAR 86,000 - 105,000; Full time

Benefits offered by this job

Medical aid

Retirement fund contributions

Performance bonuses

Learning opportunities

Team-building activities

Job summary

Placements24 based in Midrand, Gauteng, is seeking a skilled Client Support Analyst to provide in-depth technical and customer support from our Midrand office. You will be the primary contact, resolving complex queries and ensuring client satisfaction through collaborative problem-solving.

The ideal candidate has 3+ years in technical support or client services, strong IT knowledge, and experience with Salesforce or Zendesk.

Qualifications

• Minimum 3 years in technical support or client service roles.
• Strong IT systems knowledge and troubleshooting methodologies.
• Excellent analytical and written/verbal communication skills.

Responsibilities

• Analyze and resolve customer issues related to products and services.
• Provide detailed technical support and guidance to clients.
• Document all customer interactions and resolutions in the CRM system.
• Collaborate with product development and engineering to identify and fix bugs.
• Develop and maintain knowledge base articles and user guides.
• Conduct user training sessions for new clients.
• Monitor client feedback and address potential issues.
• Contribute to service improvement initiatives based on client interactions.
• Ensure client retention through exceptional support and relationship management.
• Meet defined SLAs for response and resolution times.

Skills

CRM Expertise

Technical Troubleshooting

Customer Service

Communication

Education

Bachelor's degree in IT/CS

Tools

Salesforce

Zendesk

Job description

About the Role

Our client is looking for a skilled Client Support Analyst to join their team based in Midrand, Gauteng . This critical role involves providing in-depth technical and customer support to ensure our clients receive the highest level of service. The successful candidate will act as a primary point of contact, addressing complex queries and ensuring client satisfaction. This is an office-based position, requiring full-time presence at our Midrand facility, offering a structured and collaborative work environment. We seek individuals who are passionate about technology and excel at building strong client relationships. This role is essential for maintaining our company's reputation for excellent service delivery.

Key Responsibilities

• Analyze and resolve customer issues related to our products and services.
• Provide detailed technical support and guidance to clients.
• Document all customer interactions and resolutions thoroughly in the CRM system.
• Collaborate with product development and engineering teams to identify and fix bugs.
• Develop and maintain knowledge base articles and user guides.
• Conduct user training sessions and onboarding for new clients.
• Monitor client feedback and proactively address potential issues.
• Contribute to service improvement initiatives based on client interactions.
• Ensure client retention through exceptional support and relationship management.
• Meet and exceed defined service level agreements (SLAs) for response and resolution times.

Requirements

• Minimum of 3 years of experience in a technical support or client service role.
• Strong understanding of IT systems, software applications, and troubleshooting methodologies.
• Excellent analytical and problem-solving skills.
• Exceptional verbal and written communication skills.
• Experience with CRM software (e.g., Salesforce, Zendesk) is essential.
• Ability to work independently and as part of a team in a dynamic setting.
• Bachelor's degree in IT, Computer Science, or a related field is preferred.
• Demonstrated ability to manage multiple priorities and deadlines effectively.
• Must be able to work full-time from our Midrand office location.
• A proactive approach to identifying and solving client needs.

Benefits

Our client offers a competitive salary package of 95000 ZAR per annum , commensurate with experience. We provide a full suite of benefits, including medical aid, retirement fund contributions, and performance bonuses. Opportunities for continuous learning and professional growth, including industry certifications, are available. The role is based in a modern office in Midrand , fostering a collaborative and productive work atmosphere. Join a forward-thinking company that values its employees and their career development. Regular team-building activities are also organized.