Customer Support Representative – Tier 2

The Faculty; Durban; On-site; ZAR 420,000 - 540,000; Full time

Job summary

The Faculty is seeking an experienced Tier 2 Customer Support Representative in Durban to provide advanced technical support and act as a key escalation point for complex issues that cannot be resolved at Tier 1.

You will own complex cases, apply troubleshooting across hardware, software, networks, and platforms, and coach Tier 1 agents while maintaining thorough documentation and knowledge across products.

Qualifications

• 4+ years of call centre technical support experience.
• 5+ years of professional computer and network troubleshooting experience.
• Advanced experience in technical support, service desk or IT support.
• Strong troubleshooting across hardware, software, networks, OS and business apps.
• High proficiency across Windows, ChromeOS, iOS, Android, macOS and MS Office.
• Familiarity with cloud computing and relational database concepts.
• Proven experience handling complex and escalated technical issues.
• Experience collaborating with internal technical teams.

Responsibilities

• Resolve complex technical issues escalated from Tier 1.
• Apply advanced troubleshooting across hardware, software, networks and platforms.
• Own long-running customer cases through to resolution.
• Maintain knowledge of current and historical products.
• Provide guidance and coaching to Tier 1 representatives.
• Assist with training and development of team members.
• Maintain accurate case documentation and communication.
• Meet defined operational, quality, and customer KPIs.

Skills

4+ years call centre tech support

5+ years computer & network troublesh

Advanced tech support

Troubleshooting across hardware & OS

Windows, ChromeOS, iOS, Android, macOS

Cloud computing & relational databases

Escalation management

Coaching Tier 1 reps

English communication

Ticketing & documentation

Job description

Are you an experienced technical support professional who enjoys solving complex problems and helping others find solutions?

We are looking for an experienced Tier 2 Customer Support Representative to provide advanced technical support and act as a key escalation point for complex customer issues that cannot be resolved at Tier 1.

This role combines advanced technical troubleshooting, case ownership, escalation management and team support. You’ll work closely with Tier 1 Representatives and internal teams to investigate and resolve challenging customer issues.

What You'll Do

• Manage and resolve complex technical issues escalated from Tier 1
• Apply advanced troubleshooting across hardware, software, networks, products and platforms
• Take ownership of complex or long-running customer cases through to resolution
• Maintain a high level of knowledge across current and historical products
• Research and investigate issues where standard troubleshooting processes do not provide a solution
• Work closely with internal teams to investigate and resolve difficult technical issues
• Provide technical guidance, coaching and support to Tier 1 Representatives
• Assist with the training and development of new and existing team members
• Maintain knowledge of relevant business systems and support tools
• Manage your own case workload while supporting escalated issuesIdentify opportunities to improve support processes, procedures and knowledge resources
• Participate in projects, meetings and continuous improvement initiatives
• Maintain accurate case documentation and professional customer communication
• Consistently meet agreed operational, quality and customer support KPIs

What We're Looking For

The ideal candidate will have:

• 4+ years of call centre technical support experience
• 5+ years of professional computer and network troubleshooting experience
• Advanced experience in technical support, service desk, desktop support or IT support
• Strong troubleshooting skills across hardware, software, networks, operating systems and business applications
• High proficiency across Windows, ChromeOS, iOS, Android, macOS and Microsoft Office
• Familiarity with cloud computing and relational database concepts
• Proven experience handling complex and escalated technical issues
• Experience working across multiple business systems and collaborating with internal technical teams
• The ability to coach, guide and transfer technical knowledge to Tier 1 colleagues
• Strong problem-solving, critical-thinking and prioritisation skills
• Excellent written and verbal English communication skills
• The ability to explain complex technical issues clearly to non-technical customers
• Strong ticket management and documentation skills
• The ability to remain calm, professional and customer-focused when dealing with complex or challenging issues

Why You'll Succeed in This Role

You’ll thrive in this role if you're someone who loves troubleshooting, takes ownership and isn't afraid of a difficult problem. You should be confident working independently while also supporting and developing those around you.

This is an ideal opportunity for an experienced technical support professional looking to take on greater responsibility and become a key resource within a high-performing customer support team.