Customer Support Agent - Tech Solutions

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

Benefits offered by this job

Medical aid

Paid annual leave

Professional development

Hybrid work model

Team-building activities

Access to educational tech

Job summary

Placements24 is seeking a Customer Support Agent in Klerksdorp, North West, for a hybrid work model. You will handle inquiries, troubleshoot software issues, and guide users through features to maximize value.

Ideal candidates have proven customer support experience, strong communication, and comfort with CRM/helpdesk tools. The role emphasizes customer satisfaction and collaboration with in-office days.

Qualifications

• Proven experience in a customer support or technical support role.
• Excellent verbal and written communication skills.
• Familiarity with CRM and helpdesk software.

Responsibilities

• Respond to customer inquiries via phone, email, and chat with timely solutions.
• Troubleshoot software installation, configuration, and usage issues.
• Guide customers through product features to maximize value.
• Document interactions and resolutions in the support ticketing system.
• Escalate complex problems to internal teams when needed.
• Maintain and update knowledge base, FAQs, and user guides.
• Provide feedback to product teams for improvements.
• Adhere to SLAs and KPIs for response and resolution times.
• Assist in training new support team members.

Skills

Customer support

Communication

Software literacy

Problem solving

Education

High school diploma

Tools

CRM software

Job description

About the Role

Our client, a dynamic tech startup specializing in innovative software solutions for the education sector, is looking for a motivated Customer Support Agent to join their growing team in Klerksdorp, North West . This role is fundamental in ensuring our client's users have a seamless experience with their educational platforms and tools. You will be responsible for providing timely and effective support, addressing technical inquiries, and guiding users through various functionalities. This position offers a hybrid work model, allowing for a balance between in-office collaboration and remote flexibility. The ideal candidate is a patient, tech-savvy individual with excellent communication skills and a passion for helping others succeed. As a Customer Support Agent, you will play a crucial role in customer retention and satisfaction, directly impacting our client's growth and reputation in the educational technology market within Klerksdorp .

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat, providing timely and accurate solutions.
• Troubleshoot technical issues related to software installation, configuration, and usage.
• Guide customers through product features and functionalities, ensuring they maximize the value of our client's offerings.
• Document all customer interactions, issues, and resolutions in the support ticketing system.
• Escalate complex technical problems to the appropriate internal teams (e.g., development, engineering).
• Contribute to the creation and maintenance of the knowledge base, FAQs, and user guides.
• Gather customer feedback and relay insights to the product development team for continuous improvement.
• Adhere to service level agreements (SLAs) and key performance indicators (KPIs) for response and resolution times.
• Maintain a positive and professional attitude when interacting with customers.
• Assist in training new support team members on best practices and procedures.

Requirements

• Proven experience in a customer support or technical support role.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Strong understanding of common software applications and operating systems.
• Familiarity with CRM and helpdesk software is advantageous.
• Ability to work effectively in a hybrid environment, balancing remote and in-office responsibilities.
• Strong problem-solving skills and attention to detail.
• Patience, empathy, and a customer-centric approach.
• High school diploma or equivalent; tertiary education in a related field is a plus.
• Must be able to commute to our client's office in Klerksdorp, North West for designated in-office days.
• Proactive in learning about new product updates and features.

Benefits

• Annual salary of R .
• Comprehensive medical aid.
• Paid annual leave.
• Opportunities for professional development and certifications.
• Access to cutting-edge educational technology.
• A collaborative and innovative hybrid work culture.
• Team-building activities and social events.
• Contribution to a growing company making a difference in education.
• The flexibility of a hybrid work arrangement.
• Be part of a forward-thinking team in Klerksdorp .