Customer Support Representative (Technical)

Placements24; Benoni; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary package

Health insurance

Life assurance

Performance bonuses

Job summary

Placements24 is seeking a dedicated Customer Support Representative to join our remote team. You will assist customers with inquiries and troubleshoot issues related to our software products, guiding them to solutions with clear communication.

In this role, you will document interactions in the CRM, contribute to knowledge bases, and stay updated on product features. A patient, customer-centric attitude and strong technical understanding are essential for success.

Qualifications

• 2+ years in customer support or helpdesk, preferably in a technical environment.
• Strong understanding of software applications and troubleshooting methodologies.
• Excellent verbal and written communication skills.
• Patience, empathy, and a customer-centric attitude.
• Ability to work independently and manage time effectively in a remote setting.
• Proficiency with CRM software and helpdesk ticketing systems.
• A strong willingness to learn and adapt to new technologies.
• High school diploma or equivalent; a technical certification is a plus.

Responsibilities

• Respond to customer inquiries via phone, email, and chat, providing accurate and timely solutions.
• Troubleshoot software-related issues, guiding customers through resolution steps.
• Escalate complex technical problems to the appropriate support tiers.
• Document customer interactions, issues, and resolutions in the CRM system.
• Contribute to the creation and maintenance of the customer knowledge base.
• Identify customer needs and feedback to improve product and service offerings.
• Maintain a high level of customer satisfaction through efficient and empathetic support.
• Stay updated on product features and technical updates.

Skills

Communication skills

Patience and empathy

Time management

Independent work

Willingness to learn

Education

High school diploma or equivalent

Technical certification is a plus

Tools

CRM software

Helpdesk ticketing systems

Job description

About the Role

Our client, a leading provider of innovative software solutions, is seeking a dedicated and technically adept Customer Support Representative to join their remote team. This role is vital in assisting customers with inquiries and troubleshooting issues related to their software products. The ideal candidate will possess excellent communication skills, a patient demeanor, and a strong understanding of technical concepts. You will be the first point of contact for many customers, guiding them through solutions and ensuring a positive experience. This is an excellent opportunity to work from home and contribute to a growing tech company.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat, providing accurate and timely solutions.
• Troubleshoot software-related issues, guiding customers through resolution steps.
• Escalate complex technical problems to the appropriate support tiers.
• Document customer interactions, issues, and resolutions in the CRM system.
• Contribute to the creation and maintenance of the customer knowledge base.
• Identify customer needs and feedback to improve product and service offerings.
• Maintain a high level of customer satisfaction through efficient and empathetic support.
• Stay updated on product features and technical updates.

Requirements

• Previous experience (2+ years) in a customer support or helpdesk role, preferably in a technical environment.
• Strong understanding of software applications and troubleshooting methodologies.
• Excellent verbal and written communication skills.
• Patience, empathy, and a customer-centric attitude.
• Ability to work independently and manage time effectively in a remote setting.
• Proficiency with CRM software and helpdesk ticketing systems.
• A strong willingness to learn and adapt to new technologies.
• High school diploma or equivalent; a technical certification is a plus.

Benefits

• competitive salary package
• health insurance
• life assurance
• performance bonuses

Enjoy the flexibility of working remotely, with occasional team meetups if you are based near Benoni, Gauteng . You will be provided with the necessary tools and training to succeed in your role. This is a fantastic chance to grow professionally within a supportive and innovative technology company, contributing directly to customer satisfaction and product enhancement. Opportunities for advancement within the customer support and technical teams are available.