Customer Service Representative - Technical Support

Placements24; Paarl; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary and incentives

Fully remote work arrangement

Health and wellness benefits

Growth opportunities

Job summary

Placements24 is seeking a dedicated Customer Service Representative to join a fully remote support team. You will be the primary contact for resolving inquiries, guiding users through technical processes, and ensuring a positive support experience from anywhere.

This role suits an organized, communicative individual who enjoys helping others and thrives in a flexible home-based environment. Remote work offers freedom and a focus on customer-centric problem solving.

Qualifications

• High school diploma or equivalent.
• Experience in customer service or technical support.
• Strong communication skills, with the ability to explain technical information clearly.
• Proficiency with common computer applications and operating systems.
• Familiarity with CRM software and ticketing systems.

Responsibilities

• Handle incoming customer inquiries via phone, email, and chat, providing accurate and timely assistance.
• Troubleshoot basic technical issues related to product setup, usage, and functionality.
• Guide customers through step-by-step solutions and provide clear explanations of technical processes.
• Document all customer interactions, issues, and resolutions in the CRM system accurately.
• Escalate complex technical problems to the appropriate internal teams when necessary.
• Strive for first-contact resolution and ensure a high level of customer satisfaction.

Skills

Customer service

Technical support

Clear communication

CRM familiarity

Education

High school diploma or equivalent

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client is seeking a dedicated Customer Service Representative with a knack for technical problem-solving to join their fully remote support team. This role is essential for providing exceptional assistance to customers navigating technical aspects of our products. You will be the primary point of contact for resolving inquiries, guiding users, and ensuring a positive support experience from anywhere. This is a fantastic opportunity for an organized and communicative individual passionate about helping others and thriving in a flexible, home-based work environment, contributing to a culture of continuous improvement and customer-centricity.

Key Responsibilities

• Handle incoming customer inquiries via phone, email, and chat, providing accurate and timely assistance.
• Troubleshoot basic technical issues related to product setup, usage, and functionality.
• Guide customers through step-by-step solutions and provide clear explanations of technical processes.
• Document all customer interactions, issues, and resolutions in the CRM system accurately.
• Escalate complex technical problems to the appropriate internal teams when necessary.
• Strive for first-contact resolution and ensure a high level of customer satisfaction.

Requirements

• High school diploma or equivalent; further education or certifications in IT are a plus.
• Previous experience in a customer service or technical support role.
• Strong communication skills, with the ability to explain technical information clearly and patiently.
• Proficiency with common computer applications and operating systems.
• Familiarity with CRM software and ticketing systems.
• Ability to work independently, manage time effectively, and maintain a positive attitude in a remote setting.

Benefits

• Competitive annual salary and performance-based incentives.
• Fully remote work arrangement offering maximum flexibility.
• Comprehensive health and wellness benefits.
• Opportunities for professional growth and skill development.
• A collaborative team environment with remote support resources.