Customer Support Specialist - Technical Assistance

Placements24; Johannesburg; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive remuneration package

Health insurance

Professional development

Hybrid work model

Team-building activities

Access to latest technology

Job summary

Placements24 in Johannesburg is seeking a Customer Support Specialist to join a tech team. You will handle inquiries, troubleshoot issues, and guide customers through solutions to ensure smooth product usage.

You’ll collaborate with engineering and product teams, document interactions in the CRM, and participate in improving support processes. A high school diploma plus tech basics are expected; extra certifications are a plus.

Qualifications

• Proven experience in a customer service or technical support role, preferably within the tech sector.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving abilities.
• Proficiency in using customer support software and CRM systems.
• Ability to work effectively both independently and as part of a team.
• Demonstrated patience, empathy, and a customer-centric attitude.
• High school diploma or equivalent; a technical certification or associate's degree is a plus.
• Familiarity with IT support ticketing systems.
• Must be residing in or willing to commute to Johannesburg, Gauteng.

Responsibilities

• Respond promptly and professionally to customer inquiries via multiple channels including phone, email, and live chat.
• Diagnose and resolve technical issues reported by customers, escalating complex problems to senior support staff when necessary.
• Provide clear and concise instructions and guidance to customers on product usage and troubleshooting steps.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Collaborate with internal teams, such as engineering and product development, to identify and address recurring issues and suggest product improvements.
• Proactively identify opportunities to enhance the customer experience and improve support processes.
• Stay up-to-date with product updates and new features to ensure accurate and effective support.
• Adhere to all company policies and procedures regarding customer data privacy and security.

Skills

Customer service

Technical support

CRM software

Communication skills

Problem solving

Teamwork

IT knowledge

Education

High school diploma

Technical certification

Associate's degree

Tools

CRM systems

IT ticketing systems

Live chat tools

Job description

About the Role

Our client, a leading innovator in the tech industry, is seeking a highly motivated and customer-focused Customer Support Specialist to join their dynamic team in Johannesburg, Gauteng. This pivotal role will be instrumental in delivering exceptional technical assistance and ensuring a seamless customer experience. The ideal candidate will possess a strong understanding of our client's products and services, coupled with outstanding communication and problem-solving skills. You will be at the forefront of customer interaction, acting as a primary point of contact for inquiries, troubleshooting issues, and providing comprehensive solutions. This is an exciting opportunity to contribute to a growing company and make a significant impact on customer satisfaction. We are looking for individuals who are passionate about technology and dedicated to providing top-tier support.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via multiple channels including phone, email, and live chat.
• Diagnose and resolve technical issues reported by customers, escalating complex problems to senior support staff when necessary.
• Provide clear and concise instructions and guidance to customers on product usage and troubleshooting steps.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Collaborate with internal teams, such as engineering and product development, to identify and address recurring issues and suggest product improvements.
• Proactively identify opportunities to enhance the customer experience and improve support processes.
• Stay up-to-date with product updates and new features to ensure accurate and effective support.
• Adhere to all company policies and procedures regarding customer data privacy and security.

Requirements

• Proven experience in a customer service or technical support role, preferably within the tech sector.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving abilities.
• Proficiency in using customer support software and CRM systems.
• Ability to work effectively both independently and as part of a team.
• Demonstrated patience, empathy, and a customer-centric attitude.
• High school diploma or equivalent; a technical certification or associate's degree is a plus.
• Familiarity with IT support ticketing systems.
• Must be residing in or willing to commute to Johannesburg, Gauteng.

Benefits

• Our client offers a competitive remuneration package, including a generous annual salary and performance-based bonuses.
• Employees benefit from comprehensive health insurance coverage, including medical and dental plans.
• Professional development is encouraged through ongoing training programs and opportunities for career advancement within the company.
• A supportive and collaborative work environment is fostered, along with access to the latest technology and tools.
• This role offers a hybrid work model, providing flexibility between in-office collaboration and remote work.
• Team-building activities and social events are regularly organized to promote camaraderie.
• Opportunities to work on innovative projects and contribute to cutting-edge technology are abundant.