Customer Support Specialist - Stellenbosch

Placements24; Stellenbosch; Hybrid; ZAR 260,000 - 380,000; Part time

Benefits offered by this job

Comprehensive health benefits

Flexible hybrid work arrangement

Job summary

Placements24 in Stellenbosch, Western Cape, is seeking a Customer Support Specialist to assist students, educators, and institutional clients with the e-learning platform. The role blends in-office collaboration with remote flexibility in a hybrid model from our Stellenbosch hub.

You will troubleshoot technical issues, guide users through platform features, and document interactions in the CRM while contributing to a knowledge base.

Qualifications

• Minimum of 3 years' experience in customer support in tech or education.
• Strong technical aptitude and ability to troubleshoot software and web apps.
• Excellent written and verbal communication skills.
• Experience with CRM systems and helpdesk software.
• Able to manage multiple tasks in a dynamic environment.
• Comfort with hybrid in-office and remote duties.
• Familiarity with e-learning platforms is advantageous.

Responsibilities

• Provide expert technical support on the e-learning platform.
• Respond to inquiries via email, phone, and tickets promptly.
• Troubleshoot issues related to platform access and content delivery.
• Educate users on platform features and best practices.
• Escalate complex issues and ensure timely resolution.
• Maintain records in the CRM.
• Contribute to knowledge base with help articles and FAQs.
• Gather user feedback for platform improvements.

Skills

Customer support

Technical aptitude

CRM software

Communication skills

Prioritization

Hybrid work

Tools

CRM systems

Helpdesk software

Job description

About the Role

Our client, a leader in the e-learning and educational technology sector, is seeking a highly skilled Customer Support Specialist for their Stellenbosch, Western Cape office. This role is integral to providing unparalleled support to students, educators, and institutional clients. You will be responsible for resolving technical issues, guiding users through platform functionalities, and ensuring a seamless educational experience. This position adopts a Hybrid model, allowing for a blend of in-office collaboration and remote work flexibility. Join us in shaping the future of education from our Stellenbosch hub.

Key Responsibilities

• Provide expert technical support and guidance on the company's e-learning platform.
• Respond to customer inquiries via email, phone, and support tickets in a timely and professional manner.
• Troubleshoot and resolve technical issues related to platform access, content delivery, and user functionality.
• Educate users on platform features and best practices to maximize their learning experience.
• Escalate complex issues to the appropriate technical teams and follow up to ensure resolution.
• Maintain accurate records of customer interactions and support activities in the CRM.
• Contribute to the knowledge base by creating and updating help articles and FAQs.
• Gather customer feedback to identify areas for platform improvement and service enhancement.

Requirements

• Minimum of 3 years' experience in customer support, preferably within the tech or education sector.
• Strong technical aptitude and the ability to troubleshoot software and web-based applications.
• Excellent communication skills, both written and verbal.
• Experience with CRM systems and helpdesk software.
• Ability to manage multiple tasks and prioritize effectively in a dynamic environment.
• A proactive and customer-centric approach to problem-solving.
• Comfort working in a Hybrid environment, balancing on-site and remote duties.
• Familiarity with e-learning platforms or educational technology is a significant advantage.

Benefits

• A competitive annual salary of R , based on experience.
• Comprehensive health and wellness benefits.
• Opportunities for professional development, including training and conferences.
• A flexible Hybrid work arrangement supporting work-life integration.
• The chance to make a significant impact in the field of education technology.
• Located in the picturesque town of Stellenbosch .