Customer Support Specialist - Technical Assistance

Placements24; Gauteng; On-site; ZAR 180,000 - 280,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Training programs

Job summary

Placements24 is seeking a skilled Customer Support Specialist in Tembisa to provide technical assistance, troubleshoot issues, and guide users. You will collaborate with the engineering team to identify bugs and improve service delivery, ensuring uninterrupted product usage for our customer base.

Strong communication and hands-on technical skills are essential. The role emphasizes resolving software and hardware issues, maintaining clear documentation, and contributing to a knowledge base for

Qualifications

• Minimum of a National Diploma in Information Technology or a related field.
• Proven experience in a technical support or helpdesk role, preferably with software applications.
• Strong understanding of operating systems, network troubleshooting, and common IT issues.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts simply.
• Familiarity with CRM and ticketing systems (e.g., Zendesk, ServiceNow).
• A proactive approach to problem-solving and a strong customer-centric mindset.

Responsibilities

• Provide technical support to customers via phone, email, and ticketing systems, addressing software and hardware issues.
• Troubleshoot and diagnose customer-reported problems, documenting all steps taken towards resolution.
• Escalate complex technical issues to the relevant internal teams, ensuring clear and concise information transfer.
• Develop and maintain technical documentation, FAQs, and knowledge base articles for customer self-help.
• Identify recurring issues and provide feedback to the product development team for service improvements.
• Maintain a high level of customer satisfaction through efficient and effective problem resolution.

Skills

Technical support

Troubleshooting

CRM systems

Operating systems

Network troubleshooting

Communication

Education

National Diploma in Information Technology

Tools

Zendesk

ServiceNow

Job description

About the Role

Our client is looking for a skilled Customer Support Specialist to provide technical assistance and resolve issues for their user base in Tembisa . In this role, you will delve into technical problems, guide users through troubleshooting steps, and collaborate with the engineering team to identify and fix bugs. This position is vital for ensuring our users can effectively utilize our products and services without interruption. You will be part of a dedicated team committed to delivering exceptional technical support and enhancing the overall user experience through proactive problem-solving and clear communication.

Key Responsibilities

• Provide technical support to customers via phone, email, and ticketing systems, addressing software and hardware issues.
• Troubleshoot and diagnose customer-reported problems, documenting all steps taken towards resolution.
• Escalate complex technical issues to the relevant internal teams, ensuring clear and concise information transfer.
• Develop and maintain technical documentation, FAQs, and knowledge base articles for customer self-help.
• Identify recurring issues and provide feedback to the product development team for service improvements.
• Maintain a high level of customer satisfaction through efficient and effective problem resolution.

Requirements

• Minimum of a National Diploma in Information Technology or a related field.
• Proven experience in a technical support or helpdesk role, preferably with software applications.
• Strong understanding of operating systems, network troubleshooting, and common IT issues.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts simply.
• Familiarity with CRM and ticketing systems (e.g., Zendesk, ServiceNow).
• A proactive approach to problem-solving and a strong customer-centric mindset.

Benefits

• Competitive salary package with regular performance reviews.
• Opportunity to work with cutting-edge technology in a growing company.
• Comprehensive health insurance and retirement savings plan.
• Dedicated training programs and opportunities for professional certification.
• A stable work environment with a focus on teamwork and technical excellence.