Customer Support Agent - Tier 2

Placements24; Gqeberha; Hybrid; ZAR 240,000 - 320,000; Full time

Benefits offered by this job

Remote work

Medical benefits

Dental benefits

Paid time off

Overtime pay

Career training

Job summary

Placements24 is seeking a skilled Customer Support Agent - Tier 2 to join a remote team serving customers in Port Elizabeth. You will handle escalated issues requiring advanced troubleshooting and deep product knowledge to ensure top‑level satisfaction.

As a remote employee, you’ll collaborate with a specialist team, contribute to knowledge bases, and mentor Tier 1 staff on complex topics, with flexible work arrangements and growth opportunities.

Qualifications

• Minimum of 3 years in customer support or helpdesk with at least 1 year in Tier 2.
• Strong technical aptitude and quick learning of new software.
• Excellent problem-solving and analytical abilities.
• Proficiency in using remote support tools and CRM software.
• Outstanding communication and complex issue handling skills.

Responsibilities

• Resolve escalated issues Tier 1 cannot address with expert solutions.
• Conduct in-depth troubleshooting of product functionality and performance.
• Analyze problems, identify root causes, and implement resolutions.
• Document issues and resolutions for the knowledge base.
• Communicate technical information clearly to customers and internal teams.
• Contribute to training materials and mentor Tier 1 staff on advanced topics.

Skills

Excellent communication

Problem-solving

Analytical skills

Tools

CRM software

Remote support tools

Job description

About the Role

Our client is seeking a highly skilled Customer Support Agent - Tier 2 to join their remote-based team, serving customers in the Port Elizabeth area. You will handle escalated customer issues that require advanced troubleshooting and a deeper understanding of our product suite. This role is pivotal in resolving complex challenges and ensuring customer satisfaction at the highest level. As a remote employee, you'll work with a collaborative team that values efficiency, problem-solving, and continuous improvement, making a significant impact from your home office.

Key Responsibilities

• Resolve escalated customer issues that Tier 1 support cannot address, providing expert solutions.
• Conduct in-depth troubleshooting of product functionality and performance issues.
• Analyze customer problems, identify root causes, and implement effective resolutions.
• Document technical issues and their resolutions comprehensively for the knowledge base.
• Communicate technical information clearly to both customers and internal teams.
• Contribute to training materials and mentor Tier 1 support staff on advanced topics.

Requirements

• Minimum of 3 years of experience in a customer support or helpdesk role, with at least 1 year in a Tier 2 capacity.
• Strong technical aptitude and ability to quickly learn new software and systems.
• Excellent problem-solving and analytical skills.
• Proficiency in using remote support tools and CRM software.
• Outstanding communication and customer handling skills, especially when dealing with complex issues.

Benefits

• Competitive annual salary with potential for overtime pay.
• Fully remote position allowing for flexible work arrangements.
• Comprehensive medical and dental benefits.
• Generous paid time off and public holidays.
• Opportunities for career growth and specialized training in technical support.