Customer Support Agent - Tier 2

Placements24; Durban; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Hybrid work arrangement

Competitive benefits

Job summary

Placements24 is seeking a Customer Support Agent (Tier 2) in Durban, KwaZulu-Natal, to handle escalated tickets and provide advanced technical support. The role blends office and remote work, requiring strong troubleshooting skills and excellent communication to resolve complex issues and ensure customer satisfaction.

Ideal candidates have 2–3 years in Tier 2 support, familiarity with helpdesk tools, and a proactive mindset.

Qualifications

• 2-3 years in a Tier 2 technical support or customer service role
• Strong troubleshooting methodologies for software/hardware
• Excellent analytical and problem-solving abilities
• Proficiency with helpdesk software and remote support tools
• Superior written and verbal communication skills

Responsibilities

• Handle escalated customer support tickets requiring advanced troubleshooting
• Diagnose and resolve complex technical issues related to our products/services
• Communicate technical solutions clearly to customers
• Collaborate with Tier 1 support and other departments for swift resolution
• Document technical solutions and contribute to the knowledge base
• Identify recurring issues and provide feedback for product/process improvements
• Maintain high customer satisfaction through effective problem-solving and communication
• Adhere to SLAs for response and resolution times
• Participate in ongoing training to stay updated on product features and support procedures

Skills

Escalation support

Troubleshooting

Helpdesk software

Remote support

Customer communication

Hybrid work adaptation

Education

Technical certification / degree

Job description

About the Role

Our client is expanding its customer support infrastructure and seeks a dedicated and skilled Customer Support Agent for Tier 2 escalation support, based in Durban, KwaZulu-Natal . This role is pivotal in resolving more complex customer issues that cannot be handled by the front-line support teams. You will act as a subject matter expert, providing in-depth technical assistance and problem-solving for our valued customers. This hybrid position offers a blend of working from our modern Durban office and remotely, providing flexibility while ensuring team cohesion and access to resources. We are looking for individuals with a strong technical background, excellent communication skills, and a passion for delivering exceptional customer service. If you thrive on solving challenging problems and making a tangible difference in customer satisfaction, this opportunity is for you. Join a forward-thinking company that invests in its employees and provides a supportive environment for growth and development.

Key Responsibilities

• Handle escalated customer support tickets and inquiries requiring advanced troubleshooting.
• Diagnose and resolve complex technical issues related to our products/services.
• Communicate technical solutions to customers in a clear and understandable manner.
• Collaborate with Tier 1 support and other departments to ensure swift issue resolution.
• Document technical solutions and contribute to the internal knowledge base.
• Identify recurring issues and provide feedback for product and process improvements.
• Maintain high customer satisfaction ratings through effective problem-solving and communication.
• Adhere to service level agreements (SLAs) for response and resolution times.
• Participate in ongoing training to stay updated on product features and support procedures.

Requirements

• Minimum of 2-3 years of experience in a Tier 2 technical support or customer service role.
• Strong understanding of troubleshooting methodologies for software or hardware.
• Excellent analytical and problem-solving abilities.
• Proficiency in using helpdesk software and remote support tools.
• Superior communication and customer-handling skills, both written and verbal.
• Ability to work effectively in a hybrid model, commuting to Durban, KwaZulu-Natal as needed.
• Experience with (Specific technologies, e.g., networking, cloud services, specific software) is a plus.
• A proactive and self-motivated attitude with a focus on customer outcomes.
• Relevant technical certifications or a degree in a related field are advantageous.

Benefits

• Competitive salary and potential for performance bonuses.
• Comprehensive medical and retirement benefits.
• Opportunities for skill enhancement and career progression.
• Hybrid work arrangement offering flexibility.
• Access to modern office facilities in Durban .
• Supportive team environment and company culture.
• Paid time off and public holidays.