Customer Support Representative - Tier 2 Escalations

Placements24; Benoni; On-site; ZAR 320,000 - 450,000; Full time

Benefits offered by this job

Competitive salary

Career advancement

Health benefits

Learning and development

Team culture

Benoni-area work

Job summary

Placements24 is seeking an experienced and resourceful Customer Support Representative to handle Tier 2 Escalations in Benoni, Gauteng. This role resolves complex customer issues that cannot be addressed by the first-line support team, requiring strong technical aptitude and exceptional problem-solving skills.

You will act as a key escalation point, investigating intricate problems and providing effective solutions to ensure customer retention and loyalty.

Qualifications

• Minimum of 3 years of experience in customer support with technical troubleshooting and escalations.
• Proven ability to diagnose and resolve complex technical problems across platforms.
• Excellent communication, listening, and interpersonal skills.
• Proficiency in using helpdesk software and CRM systems.
• Must reside within commuting distance of Benoni, Gauteng.

Responsibilities

• Investigate and resolve complex customer support issues escalated from Tier 1.
• Diagnose technical problems with products and services, identifying root causes.
• Communicate effectively with customers to gather detailed information about issues and provide clear updates on resolution progress.
• Collaborate with product, engineering, and other internal teams to resolve escalated tickets.
• Document all escalated issues, troubleshooting steps, and final resolutions in the ticketing system.
• Develop and maintain comprehensive knowledge base articles for complex issues.
• Identify trends in escalated issues and provide feedback for product and process improvements.
• Train and mentor Tier 1 support representatives on common escalation topics.

Job description

About the Role

Our client is seeking an experienced and resourceful Customer Support Representative to handle Tier 2 Escalations in **Benoni, Gauteng**. This role is essential for resolving complex customer issues that cannot be addressed by the first-line support team. The ideal candidate will possess strong technical aptitude, exceptional problem-solving skills, and a deep commitment to customer satisfaction. You will act as a key escalation point, investigating intricate problems and providing effective solutions to ensure customer retention and loyalty. This is a significant opportunity for a dedicated support professional to advance their career within a reputable organization in **Benoni**. You will play a vital role in maintaining our client's reputation for excellent service and product reliability.

Key Responsibilities

• Investigate and resolve complex customer support issues escalated from Tier 1.
• Diagnose technical problems with products and services, identifying root causes.
• Communicate effectively with customers to gather detailed information about issues and provide clear updates on resolution progress.
• Collaborate with product, engineering, and other internal teams to resolve escalated tickets.
• Document all escalated issues, troubleshooting steps, and final resolutions in the ticketing system.
• Develop and maintain comprehensive knowledge base articles for complex issues.
• Identify trends in escalated issues and provide feedback for product and process improvements.
• Train and mentor Tier 1 support representatives on common escalation topics.

Requirements

• Minimum of 3 years of experience in customer support, with a focus on technical troubleshooting and escalations.
• Proven ability to diagnose and resolve complex technical problems across various platforms.
• Excellent communication, listening, and interpersonal skills.
• Proficiency in using helpdesk software and CRM systems.
• Strong analytical and critical thinking abilities.
• Ability to remain calm and professional under pressure.
• Experience with (mention specific software/hardware relevant to the client's business) is a strong advantage.
• Must reside within commuting distance of **Benoni, Gauteng**.

Benefits

• Competitive salary with potential for performance-based increases.
• Opportunities for career advancement within the support structure.
• Comprehensive health benefits package.
• A dynamic and challenging work environment.
• Continuous learning and skill development opportunities.
• Team-building activities and a supportive workplace culture.
• Work within the **Benoni** area.