Client Support Specialist (Tech)

Placements24; Gqeberha; On-site; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Competitive salary

Medical and dental benefits

Annual bonus

Training & certifications

Job summary

Placements24 is seeking a Client Support Specialist in Port Elizabeth to deliver expert technical assistance to clients using our software solutions. You will troubleshoot complex issues, document interactions in the CRM, and work closely with development teams to report bugs and suggest improvements.

The ideal candidate has 3+ years in a technical support or helpdesk role, strong communication, and the ability to explain technical concepts to non-technical users.

Qualifications

• 3+ years of experience in a technical support or helpdesk role.
• Strong understanding of software troubleshooting methodologies and best practices.
• Excellent communication skills, capable of explaining technical concepts to non-technical audiences.

Responsibilities

• Provide expert-level technical support to clients via phone, email, and remote sessions.
• Diagnose, troubleshoot, and resolve software and system issues.
• Document all support interactions, resolutions, and client feedback in the CRM system.
• Create and update technical documentation, FAQs, and knowledge base articles.
• Collaborate with development and QA teams to report bugs and suggest product improvements.
• Manage client expectations and ensure timely resolution of support tickets.
• Onboard new clients with setup assistance and training.
• Proactively identify potential client issues and offer preventative solutions.

Skills

Technical support

Troubleshooting

Communication skills

Helpdesk software

Remote support tools

SQL databases

APIs

Independent work

Education

Bachelor's degree in Computer Science/IT

Tools

Ticketing systems

CRM systems

Remote desktop tools

APIs

Job description

About the Role

Our client, an innovative software development company, is seeking a detail-oriented and technically proficient Client Support Specialist to join their dedicated team in Port Elizabeth, Eastern Cape . This role is critical in providing top-tier technical assistance to clients utilizing our client's cutting-edge software solutions. You will be the primary point of contact for troubleshooting, guiding clients through complex technical challenges, and ensuring their seamless integration and use of our products. The successful candidate will possess strong analytical skills and a passion for delivering exceptional customer service in a technical context. This position is based in our client's offices in Port Elizabeth .

Key Responsibilities

• Provide expert-level technical support to clients via phone, email, and remote sessions.
• Diagnose, troubleshoot, and resolve software and system issues effectively.
• Document all support interactions, resolutions, and client feedback in the CRM system.
• Create and update technical documentation, FAQs, and knowledge base articles.
• Collaborate with the development and QA teams to report bugs and suggest product improvements.
• Manage client expectations and ensure timely resolution of support tickets.
• Onboard new clients, providing initial setup assistance and training.
• Proactively identify potential client issues and offer preventative solutions.
• Maintain a deep understanding of the company's software products and services.

Requirements

• Minimum of 3 years of experience in a technical support or helpdesk role, specifically supporting software applications.
• Strong understanding of software troubleshooting methodologies and best practices.
• Excellent communication skills, with the ability to explain technical concepts to a non-technical audience.
• Proficiency in using helpdesk ticketing systems and remote support tools.
• Experience with (specific relevant technology, e.g., SQL databases, web applications, APIs) is highly desirable.
• A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• Strong analytical and problem-solving capabilities.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Customer-centric approach with a dedication to achieving high satisfaction rates.
• This role requires the candidate to be physically present at our office in Port Elizabeth, Eastern Cape .

Benefits

• Our client offers a competitive salary, comprehensive medical and dental benefits, and a generous annual bonus structure.
• Employees have access to ongoing training and development opportunities, including certifications, to enhance their technical skills.
• The company fosters a collaborative and innovative work culture in Port Elizabeth .
• This role presents a fantastic opportunity to work with leading-edge technology and grow your career within a respected organization.