Customer Service Representative - Technical

Placements24; Mossel Bay; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Health insurance

Remote work in a distributed team

Paid time off

Training opportunities

Job summary

Placements24 is seeking a motivated Customer Service Representative with a technical mindset to join a remote team servicing clients in Mossel Bay and beyond.

You will provide first-line technical support, diagnose common hardware and software issues, and guide customers through solutions. This fully remote role offers flexible work from home, a collaborative distributed team, and ongoing training opportunities to grow in tech support and customer service.

Qualifications

• Experience in a customer service or technical support role.
• Strong understanding of common computer hardware and software troubleshooting techniques.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts clearly to non-technical users.
• Proficiency with remote support tools and CRM software.
• Must have a reliable internet connection and a dedicated home workspace for remote operations.

Responsibilities

• Handle incoming customer queries via phone, email, and chat, focusing on technical issues.
• Troubleshoot and diagnose common technical problems with software and hardware.
• Guide customers through step-by-step solutions for product usage and problem resolution.
• Escalate unresolved technical issues to specialized support teams with detailed information.
• Maintain accurate customer interaction logs and update support tickets.
• Provide feedback on common customer issues to improve product documentation and user experience.

Skills

Customer service

Technical troubleshooting

CRM software

Remote support tools

Tools

CRM software

Remote support tools

Job description

About the Role

Our client is seeking a highly motivated Customer Service Representative with a technical aptitude to join their remote team, servicing clients in Mossel Bay and beyond. This role involves providing first-line technical support and resolving customer inquiries related to our client’s products and services. You will be essential in maintaining high levels of customer satisfaction through efficient and effective problem-solving. As a fully remote position, you will have the flexibility to work from home while collaborating with a distributed team. This opportunity is perfect for an individual who enjoys helping others and possesses strong technical troubleshooting skills.

Key Responsibilities

• Handle incoming customer queries via phone, email, and chat, focusing on technical issues.
• Troubleshoot and diagnose common technical problems with software and hardware.
• Guide customers through step-by-step solutions for product usage and problem resolution.
• Escalate unresolved technical issues to specialized support teams with detailed information.
• Maintain accurate customer interaction logs and update support tickets.
• Provide feedback on common customer issues to improve product documentation and user experience.

Requirements

• Previous experience in a customer service or technical support role.
• Strong understanding of common computer hardware and software troubleshooting techniques.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts clearly to non-technical users.
• Proficiency with remote support tools and customer relationship management (CRM) software.
• Must have a reliable internet connection and a dedicated home workspace for remote operations.

Benefits

• Competitive salary paid annually.
• Comprehensive health, dental, and vision insurance.
• Remote work flexibility, allowing you to work from anywhere.
• Paid time off and company holidays.
• Opportunities for ongoing training in technical support and customer service best practices.