Customer Support Representative - Tech Solutions

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

Benefits offered by this job

Competitive starting salary

Regular performance reviews

Medical aid and provident fund after 0

Job summary

Placements24 in South Africa is seeking a Customer Support Representative for their on-site office in Tembisa, Gauteng. You will be the first point of contact for customers, resolving queries and guiding users through our software in a professional and efficient manner.

We value a customer-focused attitude, clear communication, and the ability to work well under pressure. The role offers on-site collaboration, full training on our product suite, and opportunities for growth within the Gauteng

Qualifications

• High school diploma or equivalent; a tertiary qualification is a plus.
• 1–2 years of experience in customer service or helpdesk roles is desirable.
• Excellent verbal and written communication skills in English.
• Proficiency with MS Office and navigating various software applications.
• Experience with CRM software (HubSpot, Zoho) is an advantage.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and live chat.
• Diagnose and resolve basic to intermediate customer issues related to our software products.
• Guide customers through product features, troubleshooting steps, and best practices.
• Escalate complex technical issues to the appropriate internal teams and ensure follow-through.
• Maintain accurate records of customer interactions and support tickets in our CRM system.
• Contribute to the creation and updating of customer-facing FAQs and knowledge base articles.
• Gather customer feedback to inform product improvements.
• Engage with customers to build strong relationships and ensure needs are met.
• Adhere to company policies and aim for first-contact resolution.
• Collaborate with team members to improve overall support in Tembisa.

Skills

Customer service

Communication skills

Organizational skills

Problem solving

Calm under pressure

Education

High school diploma

Tertiary qualification

Tools

MS Office

HubSpot

Zoho CRM

Job description

About the Role

Our client, a leading provider of innovative software solutions, is actively seeking a dedicated and customer-focused Customer Support Representative to join their team in Tembisa, Gauteng. This role is essential for delivering exceptional service and support to our diverse client base, ensuring their satisfaction and successful utilization of our cutting-edge products. You will be the first point of contact for many customers, offering solutions to their queries and concerns with professionalism and efficiency. This is an excellent opportunity for individuals passionate about technology and customer service to contribute to a thriving business environment in the Tembisa area. The role demands a strong on-site presence, fostering direct collaboration and team synergy within our Gauteng operations.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and live chat.
• Diagnose and resolve basic to intermediate customer issues related to our software products.
• Guide customers through product features, troubleshooting steps, and best practices.
• Escalate complex technical issues to the appropriate internal teams, ensuring follow-through and resolution.
• Maintain accurate and detailed records of customer interactions and support tickets in our CRM system.
• Contribute to the creation and updating of customer-facing FAQs and knowledge base articles.
• Gather customer feedback and identify recurring issues to inform product improvements.
• Proactively engage with customers to ensure their needs are being met and to build strong relationships.
• Adhere to all company policies and procedures for customer support, aiming for first-contact resolution whenever possible.
• Collaborate with team members to share knowledge and improve overall support effectiveness in Tembisa.

Requirements

• High school diploma or equivalent required; a tertiary qualification in a related field is a plus.
• Previous experience (1-2 years) in a customer service or helpdesk role is highly desirable.
• Excellent verbal and written communication skills in English.
• Proficiency in using computers, including MS Office Suite and navigating various software applications.
• A genuine passion for helping customers and resolving their problems effectively.
• Ability to remain calm and professional under pressure.
• Strong organizational skills and attention to detail.
• Willingness to learn about new technologies and software products.
• Must be able to commute to our office in Tembisa, Gauteng daily.
• Experience with CRM software (e.g., HubSpot, Zoho) is an advantage.

Benefits

• Our client offers a competitive starting salary with regular performance reviews and potential for salary increases.
• Full training on our product suite and customer support tools will be provided.
• Employees receive access to medical aid and a provident fund after the probation period.
• This role is based within our vibrant office in Tembisa, Gauteng , offering a stable and supportive work environment.
• Opportunities for career growth within the company are available for high performers.
• Join a dedicated team that values collaboration and customer success in the heart of Gauteng .