Customer Support Representative (Tier 2)

Placements24; Gqeberha; Hybrid; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Fully remote

Health insurance

Paid time off

Career growth

Remote tools

Team culture

Retirement plan

SaaS exposure

Work anywhere SA

Job summary

Placements24 is seeking a skilled Tier 2 Customer Support Representative for a fully remote role based in Port Elizabeth, Eastern Cape. You will handle escalated technical issues, troubleshoot complex software and hardware problems, and document resolutions in our ticketing system while collaborating with Tier 1 and engineering teams.

The ideal candidate has 3+ years of Tier 2 experience, excellent communication, and a customer-centric mindset.

Qualifications

• 3+ years of experience in Tier 2 or advanced technical support.
• Strong understanding of software troubleshooting and common IT issues.
• Excellent problem-solving, analytical, and communication skills.

Responsibilities

• Handle escalated customer inquiries and technical issues requiring in-depth troubleshooting.
• Diagnose and resolve complex software and hardware-related problems for customers.
• Document all interactions and resolutions in the ticketing system.
• Collaborate with Tier 1 staff to provide guidance and knowledge transfer.
• Liaise with engineering and product teams to report bugs and trends.

Skills

Customer support

Tier 2 support

Remote teamwork

Problem solving

Communication

Prioritization

Tools

Jira Service Management

Zendesk

Remote support tools

Job description

About the Role

Our client, a fast-growing SaaS company, is seeking a skilled and dedicated Tier 2 Customer Support Representative to join their remote team. This role is essential for providing advanced technical assistance and resolving complex issues that Tier 1 support cannot address. If you have a passion for technology, exceptional problem-solving skills, and a commitment to delivering outstanding customer service, this is the opportunity for you. You will be working in a dynamic, fully remote environment, collaborating with a talented team to ensure customer satisfaction and product success. The ideal candidate will be proactive, detail-oriented, and eager to deepen their technical expertise while supporting clients across various industries. This position is based in **Port Elizabeth, Eastern Cape**, but operates entirely remotely, offering significant flexibility.

Key Responsibilities

• Handle escalated customer inquiries and technical issues that require in-depth troubleshooting.
• Diagnose and resolve complex software and hardware-related problems for customers.
• Document all customer interactions, troubleshooting steps, and resolutions in the ticketing system accurately.
• Collaborate with Tier 1 support staff to provide guidance and knowledge transfer.
• Liaise with engineering and product teams to report bugs, identify trends, and contribute to product improvements.
• Develop and maintain knowledge base articles and technical documentation to assist both customers and internal teams.
• Ensure timely and effective resolution of customer issues, meeting or exceeding service level agreements (SLAs).
• Provide exceptional customer service, maintaining a high level of professionalism and empathy.
• Proactively identify potential issues and offer solutions before they impact the customer.
• Stay up-to-date with product updates and new features to provide informed support.

Requirements

• Minimum of 3 years of experience in a Tier 2 or advanced technical support role.
• Strong understanding of software troubleshooting and common IT support issues.
• Excellent problem-solving, analytical, and critical thinking skills.
• Proficiency with ticketing systems (e.g., Jira Service Management, Zendesk) and remote support tools.
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clear.
• Experience working in a remote team environment.
• Ability to manage multiple tasks and prioritize effectively under pressure.
• A customer-centric mindset with a commitment to delivering high-quality support.
• Familiarity with SaaS products is a strong advantage.
• Must be able to work effectively from a remote location within South Africa, ideally aligning with **Port Elizabeth, Eastern Cape** time zones.

Benefits

• Competitive annual salary of R.
• Fully remote work opportunity, offering unparalleled flexibility.
• Health insurance and wellness benefits.
• Paid time off and company holidays.
• Opportunities for career advancement and specialized training.
• Access to modern remote work tools and technologies.
• A supportive and collaborative team culture.
• Retirement savings plan contribution.
• Exposure to a growing SaaS product and industry.
• Work from anywhere within South Africa.