Customer Support Agent (Tier 2)

Placements24; Gauteng; Hybrid; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Hybrid work arrangement

Medical, dental, and optical coverage

Professional certifications

Generous paid time off

Retirement savings plan

Wellness programs

Job summary

Placements24 is seeking a skilled Customer Support Agent for a Tier 2 role based in Tembisa, Gauteng, ZA. This hybrid position requires handling escalated technical issues and providing advanced solutions, collaborating with Tier 1, engineering, product, and sales teams to ensure customer satisfaction.

You will analyze complex problems, document resolutions in the CRM, and mentor Tier 1 staff while upholding SLAs and contributing to knowledge base improvements.

Qualifications

• Minimum of 3 years of experience in a Tier 2 customer support or technical support role.
• Strong technical aptitude and ability to troubleshoot complex software or hardware issues.
• Excellent problem-solving, analytical, and critical thinking skills.
• Proficiency with CRM software and helpdesk ticketing systems.
• Superior communication and interpersonal skills, both written and verbal.
• Ability to explain technical concepts to non-technical audiences.
• Experience working in a hybrid work environment is preferred.
• Must be able to commute to the Tembisa, Gauteng, ZA office as required.
• Relevant certifications (e.g., ITIL) are a significant advantage.
• A proactive approach to problem-solving and a commitment to customer success.

Responsibilities

• Handle escalated customer support requests from Tier 1 agents, providing in-depth technical assistance and troubleshooting.
• Analyze complex customer issues, identify root causes, and implement effective solutions.
• Communicate technical solutions clearly and concisely to customers with varying levels of technical understanding.
• Collaborate with engineering, product, and sales teams to resolve customer problems and improve product offerings.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Develop and update comprehensive support documentation, guides, and knowledge base articles.
• Provide training and mentorship to Tier 1 support staff on common issues and resolutions.
• Monitor customer feedback and identify areas for service improvement.
• Ensure adherence to service level agreements (SLAs) and company support standards.
• Contribute to a positive and customer-centric support culture.

Skills

Tier 2 support

Technical troubleshooting

Problem solving

CRM software

Communication skills

Explain technical concepts

Hybrid work

Office commute

Tools

CRM software

Helpdesk ticketing systems

Job description

About the Role

Our client is looking for a skilled and experienced Customer Support Agent for a Tier 2 role based in Tembisa, Gauteng, ZA. This hybrid position offers a dynamic work environment where you'll handle more complex customer issues, acting as a crucial escalation point. You will be instrumental in providing advanced technical support, troubleshooting intricate problems, and ensuring customer satisfaction. This role requires a deep understanding of our client's products and services, coupled with exceptional problem-solving skills. You will work closely with Tier 1 support and other departments to resolve customer challenges effectively. The hybrid model allows for flexibility, combining remote work with essential in-office collaboration, ensuring both productivity and team synergy. Join a team dedicated to delivering outstanding customer experiences and growing your career in a supportive setting.

Key Responsibilities

• Handle escalated customer support requests from Tier 1 agents, providing in-depth technical assistance and troubleshooting.
• Analyze complex customer issues, identify root causes, and implement effective solutions.
• Communicate technical solutions clearly and concisely to customers with varying levels of technical understanding.
• Collaborate with engineering, product, and sales teams to resolve customer problems and improve product offerings.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Develop and update comprehensive support documentation, guides, and knowledge base articles.
• Provide training and mentorship to Tier 1 support staff on common issues and resolutions.
• Monitor customer feedback and identify areas for service improvement.
• Ensure adherence to service level agreements (SLAs) and company support standards.
• Contribute to a positive and customer-centric support culture.

Requirements

• Minimum of 3 years of experience in a Tier 2 customer support or technical support role.
• Strong technical aptitude and ability to troubleshoot complex software or hardware issues.
• Excellent problem-solving, analytical, and critical thinking skills.
• Proficiency with CRM software and helpdesk ticketing systems.
• Superior communication and interpersonal skills, both written and verbal.
• Ability to explain technical concepts to non-technical audiences.
• Experience working in a hybrid work environment is preferred.
• Must be able to commute to the Tembisa, Gauteng, ZA office as required.
• Relevant certifications (e.g., ITIL) are a significant advantage.
• A proactive approach to problem-solving and a commitment to customer success.

Benefits

• Competitive annual salary of R .
• Hybrid work arrangement, balancing remote flexibility with office collaboration.
• Comprehensive medical, dental, and optical coverage.
• Opportunities for advanced training and professional certifications.
• Generous paid time off and company holidays.
• Retirement savings plan with company matching.
• Access to employee wellness programs.
• Opportunities for career progression within a growing company.
• Team-building activities and social events.
• Potential for performance-based bonuses.