Customer Support Agent - Technical Specialist

Placements24; George; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Health insurance

Paid sick leave

Vacation days

Career development opportunities

Job summary

Placements24 is seeking a dedicated Customer Support Agent with a strong technical aptitude to provide frontline assistance for an expanding e-commerce platform. You will resolve inquiries, troubleshoot issues, and guide users through product features while maintaining exceptional service.

As a Technical Specialist in our support team, you will help improve customer retention by delivering high‑quality, timely support.

Qualifications

• 1–2 years of customer service or technical support experience.
• Strong understanding of common web technologies and troubleshooting techniques.
• Excellent communication and interpersonal skills with the ability to empathize with customers.
• Familiarity with e-commerce platforms is a plus.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Troubleshoot technical issues related to the platform and guide customers through solutions.
• Document all customer interactions in the CRM and escalate complex issues when needed.
• Contribute to knowledge base and support documentation.

Skills

Customer service

Technical troubleshooting

Communication

Multitasking

Problem solving

E-commerce knowledge

Education

High school diploma

College coursework (advantageous)

Tools

Helpdesk software

CRM systems

Job description

About the Role

Our client, a rapidly growing e-commerce platform, is actively searching for a dedicated and skilled Customer Support Agent with a strong technical aptitude. This pivotal role will be instrumental in providing front-line support to our valued customers, addressing inquiries, troubleshooting issues, and ensuring a seamless user experience. The successful candidate will be adept at navigating technical challenges and communicating solutions effectively. This is an exciting opportunity to join a forward-thinking company that prioritizes customer satisfaction and offers a collaborative work environment. As a Technical Specialist within our support team, you will have direct impact on customer retention and loyalty by delivering consistent, high-quality assistance. Your contributions will be vital to maintaining our reputation for excellent service in the competitive online marketplace. We are looking for individuals who are passionate about technology and committed to customer success.

Key Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Troubleshoot technical issues related to the platform, including login problems, order discrepancies, and feature functionalities.
• Guide customers through product features, services, and solutions, providing clear instructions and support.
• Escalate complex technical issues to the appropriate internal teams and follow up to ensure resolution.
• Document all customer interactions, issues, and resolutions accurately in the customer relationship management (CRM) system.
• Identify and report common customer pain points and trends to contribute to product and service improvements.
• Assist with customer account management, including updating information and processing requests.
• Contribute to the development and maintenance of support documentation, such as knowledge base articles and user guides.
• Collaborate with team members to share knowledge and best practices for customer support.
• Ensure adherence to company policies and procedures while delivering exceptional customer service.

Requirements

• Previous experience in a customer service or technical support role (at least 1-2 years preferred).
• Strong understanding of common web technologies and troubleshooting techniques.
• Excellent communication and interpersonal skills, with the ability to empathize with customers.
• Proficiency in using helpdesk software and CRM systems.
• Ability to work effectively under pressure and manage multiple priorities.
• A problem-solver attitude with a keen eye for detail.
• High school diploma or equivalent; some college coursework or a degree is advantageous.
• Familiarity with e-commerce platforms and online retail is a significant plus.
• Availability to work flexible hours, including weekends or evenings as required by business needs.
• Must be based in or willing to relocate to George, Western Cape, ZA for this on-site position.

Benefits

This position offers a competitive starting salary, commensurate with experience. Our client provides a comprehensive benefits package including health insurance, paid sick leave, and vacation days. There are opportunities for professional development and career advancement within the company. Employees benefit from a supportive team environment and direct exposure to the exciting world of e-commerce. This role is based at our state-of-the-art facility in George, Western Cape, ZA , offering a stable and engaging workplace.