Customer Service Representative - Tech Solutions

Placements24; Polokwane; Hybrid; ZAR 162,000 - 198,000; Full time

Benefits offered by this job

Competitive pay

Remote work

Health benefits

Professional development

Generous PTO

Career advancement

Work-life balance

Access to latest tech tools

Tech-forward culture

Job summary

Placements24 is seeking a motivated Customer Service Representative for a fully remote role serving Polokwane, Limpopo and beyond. You will be the first point of contact, handling inquiries, guiding users through technical processes, and troubleshooting issues to maximize product value from a home office.

The ideal candidate has strong English communication, experience in customer service or technical support, and comfort with SaaS products.

Qualifications

• Experience in a customer service or technical support role.
• Excellent verbal and written communication in English.
• Familiarity with software-as-a-service (SaaS) products advantageous.
• Ability to work independently in a remote environment.

Responsibilities

• Respond to customer inquiries via phone, email, and chat regarding our software solutions.
• Troubleshoot and resolve technical issues reported by customers.
• Provide clear instructions to users on product features and functionalities.
• Escalate complex technical problems to the appropriate support or development teams.
• Document customer interactions, issues, and resolutions accurately in the CRM system.
• Maintain a high level of customer satisfaction through effective problem-solving and communication.
• Assist customers with account management and basic configuration tasks.
• Contribute to the knowledge base by creating and updating FAQs and support articles.
• Proactively identify opportunities to improve the customer support process.
• Stay updated on product updates and new features to provide accurate support.

Skills

Customer service

Technical support

English communication

CRM software

Remote work

SaaS familiarity

Education

High school diploma or equivalent

Tools

CRM software

Helpdesk ticketing system

Job description

About the Role

Our client, a growing technology company specializing in innovative software solutions, is seeking a motivated Customer Service Representative for a fully remote position serving clients from Polokwane, Limpopo and beyond. This role is crucial for providing exceptional support and ensuring our customers can maximize the value of our products. You will be the first point of contact, handling inquiries, troubleshooting issues, and guiding users through technical processes. The ideal candidate possesses excellent communication skills, a patient and helpful attitude, and a passion for technology. This is a fantastic opportunity to work remotely for a forward-thinking company that values its employees and offers avenues for professional growth. You will be part of a collaborative team, contributing to a positive customer experience from your home office. We are looking for proactive, self-disciplined individuals who are eager to learn and support our diverse client base. Your contributions will directly impact customer satisfaction and retention. Join our client and help us deliver outstanding service in the tech industry.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat regarding our software solutions.
• Troubleshoot and resolve technical issues reported by customers.
• Provide clear and concise instructions to users on product features and functionalities.
• Escalate complex technical problems to the appropriate support or development teams.
• Document customer interactions, issues, and resolutions accurately in the CRM system.
• Maintain a high level of customer satisfaction through effective problem-solving and communication.
• Assist customers with account management and basic configuration tasks.
• Contribute to the development of our knowledge base by creating and updating FAQs and support articles.
• Proactively identify opportunities to improve the customer support process.
• Stay updated on product updates and new features to provide accurate support.

Requirements

• Proven experience in a customer service or technical support role.
• Excellent verbal and written communication skills in English.
• Strong understanding of common software applications and troubleshooting techniques.
• Ability to explain technical concepts in an easy-to-understand manner.
• Proficiency with CRM software and helpdesk ticketing systems.
• Self-motivated and able to work independently in a remote environment.
• A patient and empathetic approach to customer interactions.
• High school diploma or equivalent; technical certifications are a plus.
• Familiarity with software-as-a-service (SaaS) products is advantageous.
• Team player with a positive attitude.

Benefits

• Our client offers a competitive salary and performance-based incentives.
• Enjoy the flexibility and convenience of a fully remote work arrangement.
• We provide comprehensive health and wellness benefits.
• Opportunities for continuous learning and professional development, including access to online courses and training, are available.
• Generous paid time off, including vacation and sick leave, is provided.
• You will be part of an innovative and supportive company culture.
• Potential for career advancement within the customer support or other departments exists.
• Join a company that values work-life balance and employee well-being.
• Access to the latest technology tools and resources.
• Contribute to a company that is making a difference in the tech industry.