Customer Support Specialist

Remote Work; South Africa; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Competitive salary package

Health and wellness benefits

Hybrid work model

Professional development opportunities

Team-building activities

Job summary

WhatJobs Direct in Johannesburg, Gauteng, is seeking a motivated Customer Support Specialist to join their hybrid team. You will handle inquiries via phone, email, and live chat, and help customers navigate technical challenges.

The role emphasizes problem solving, clear communication, and continuous learning as you contribute to knowledge bases and collaborate with product teams.

Qualifications

• Minimum 1 year in a customer service or helpdesk role.
• Ability to explain technical concepts clearly.
• Strong problem-solving and analytical skills.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely and accurate manner.
• Diagnose and troubleshoot technical issues reported by customers, providing step-by-step solutions.
• Escalate complex issues to higher-level support or relevant departments when necessary.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Proactively identify trends in customer issues and provide feedback to the product development team.
• Educate customers on product features and best practices to enhance their experience.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Adhere to service level agreements (SLAs) and company policies.
• Participate in ongoing training sessions to stay updated on product knowledge and support procedures.

Skills

Customer service

Problem solving

Communication

SaaS knowledge

Tools

CRM software

Helpdesk ticketing systems

Job description

Customer Support Specialist - WhatJobs Direct

About the Role Our client, WhatJobs Direct, a leading provider of digital services, is seeking a highly motivated and customer-focused Customer Support Specialist to join their dynamic team. The position is based in the vibrant city of Johannesburg, Gauteng, and offers a hybrid working model, blending the convenience of remote work with the collaborative environment of the office. We are looking for individuals with a passion for problem-solving and a genuine desire to help others navigate technical challenges.

Key Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely and accurate manner.
• Diagnose and troubleshoot technical issues reported by customers, providing step-by-step solutions.
• Escalate complex issues to higher-level support or relevant departments when necessary.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Proactively identify trends in customer issues and provide feedback to the product development team.
• Educate customers on product features and best practices to enhance their experience.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Adhere to service level agreements (SLAs) and company policies.
• Participate in ongoing training sessions to stay updated on product knowledge and support procedures.

Requirements

• Proven experience in a customer service or helpdesk role, preferably in a technical support environment.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Strong problem-solving and analytical abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Familiarity with SaaS products and cloud-based technologies is a significant advantage.
• Ability to work independently and manage multiple priorities effectively in a fast-paced environment.
• A passion for customer advocacy and a commitment to delivering exceptional service.
• Must be residing in or willing to commute to Johannesburg, Gauteng for hybrid work requirements.

Benefits

• Competitive salary package.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and career advancement.
• A collaborative and supportive work environment.
• Hybrid work model offering flexibility.
• Access to state-of-the-art tools and technologies.
• Employee assistance programs.
• Regular team-building activities and social events.