Customer Support Representative - Technical

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

Benefits offered by this job

Medical aid

Extensive training on products

Career progression in support

Friendly team environment

Job summary

Placements24 in George, Western Cape, seeks a dedicated Customer Support Representative to join our growing team. You will be the first contact for customers, resolve technical issues, and guide users through product features and troubleshooting.

We value clear communication, patience, and empathy. The role includes extensive product training, opportunities for career progression in the support department, and benefits such as medical aid.

Qualifications

• Previous experience in customer support or helpdesk required.
• Strong understanding of common technical issues and troubleshooting.
• Excellent verbal and written communication skills.
• Patience and empathy when dealing with customers.
• Ability to explain technical information clearly.
• Experience with CRM or ticketing software preferred.
• High school diploma; technical certification a plus.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve technical issues related to our products/services.
• Guide customers through product features, installation, and troubleshooting processes.
• Escalate unresolved issues to appropriate technical teams or senior staff.
• Document all customer interactions, issues, and resolutions in the support system.
• Help create and maintain support documentation and FAQs.
• Identify opportunities to improve customer satisfaction and product usability.
• Maintain up-to-date product knowledge on new features and releases.

Skills

Customer support

Technical troubleshooting

Communication

Empathy

CRM tools

Education

High school diploma

Technical certification (plus)

Tools

Ticketing software

CRM system

Job description

About the Role Our client is looking for a dedicated and technically proficient Customer Support Representative to join their expanding operations in George, Western Cape . This role is essential for providing frontline support to customers, resolving technical issues, and ensuring a seamless user experience. The successful candidate will be the first point of contact for many customers, requiring excellent communication skills and a patient, problem-solving attitude. This is an excellent opportunity for individuals passionate about technology and customer service to contribute to a growing company. We value individuals who are proactive in identifying customer needs and committed to delivering exceptional service. If you have a knack for explaining technical concepts clearly and enjoy helping people, this role might be perfect for you.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve technical issues related to our products/services.
• Guide customers through product features, installation, and troubleshooting processes.
• Escalate unresolved issues to the appropriate technical teams or senior support staff.
• Document all customer interactions, issues, and resolutions in the support system.
• Contribute to the creation and maintenance of support documentation and FAQs.
• Identify opportunities to improve customer satisfaction and product usability based on support interactions.
• Maintain a high level of product knowledge and stay updated on new features and releases.

Requirements

• Previous experience in a customer support or technical helpdesk role is required.
• Strong understanding of common technical issues and troubleshooting methodologies.
• Excellent verbal and written communication skills.
• Patience and empathy when dealing with customers.
• Ability to explain technical information in an understandable way.
• Experience with CRM or ticketing software is preferred.
• High school diploma or equivalent; further technical certification is a plus.
• Must be legally eligible to work in South Africa .

Benefits

• Competitive salary based on experience.
• Opportunity to work with a growing and innovative company.
• Extensive training on our products and services.
• A friendly and supportive team environment.
• Potential for career advancement within the support department.
• Contribution towards medical aid.