Customer Support Specialist - Technical Expertise

Placements24; Midrand; Hybrid; ZAR 280,000 - 420,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Career development

Collaborative environment

Bonuses potential

Generous leave

Job summary

Placements24 is seeking a Customer Support Specialist for our client in Midrand, Gauteng. The role combines in-office collaboration with remote work in a Hybrid model, supporting customers across software and hardware products.

You will troubleshoot, document resolutions, and collaborate with product teams to improve the user experience. Strong English communication and a customer-centric mindset are essential.

Qualifications

• Proven experience in technical customer support or helpdesk.
• Strong English verbal and written communication skills.
• Familiarity with Windows/macOS/Linux and basic networks.
• Experience with CRM systems (Salesforce or Zendesk) a plus.
• Ability to explain complex concepts to non-technical users.

Responsibilities

• Provide first-line technical support via phone, email, and live chat.
• Diagnose and resolve software/hardware issues.
• Escalate unresolved items to senior teams with timely follow-up.
• Document interactions and steps in the CRM system.
• Develop knowledge base articles and support docs.
• Collaborate with product teams to report bugs and improvements.
• Adhere to SLAs and customer service standards.

Skills

Technical support experience

Customer-centric

English communication

Explain technical concepts

Multitasking & prioritisation

Proactive attitude

Tools

Salesforce

Zendesk

Job description

Our client, a leading innovator in the technology sector, is seeking a dedicated and highly skilled Customer Support Specialist to join their dynamic team in Midrand, Gauteng . This role is crucial in ensuring our clients receive unparalleled support and assistance. You will be at the forefront of troubleshooting complex technical issues, providing timely resolutions, and enhancing overall customer satisfaction. The ideal candidate will possess a strong technical aptitude, excellent communication skills, and a passion for problem-solving. This position offers a Hybrid work model, blending the flexibility of remote work with the collaborative environment of our Midrand office. We are looking for individuals who thrive in a fast-paced setting and are committed to delivering exceptional service.

Key Responsibilities

• Provide first-line technical support to customers via phone, email, and live chat.
• Diagnose and resolve complex technical issues related to our software and hardware products.
• Escalate unresolved issues to senior support tiers or relevant departments, ensuring timely follow-up.
• Document all customer interactions, troubleshooting steps, and resolutions in the CRM system.
• Develop and maintain a deep understanding of our product suite and its functionalities.
• Proactively identify trends in customer inquiries and feedback to suggest service improvements.
• Assist in creating and updating knowledge base articles and customer support documentation.
• Collaborate with the product development team to report bugs and suggest feature enhancements.
• Adhere to all service level agreements (SLAs) and customer service standards.

Requirements

• Proven experience in a technical customer support or helpdesk role.
• Strong understanding of common operating systems (Windows, macOS, Linux) and network protocols.
• Proficiency in troubleshooting software and hardware issues.
• Excellent verbal and written communication skills in English.
• Ability to explain technical concepts to non-technical users.
• Experience with CRM software (e.g., Salesforce, Zendesk) is advantageous.
• Strong problem-solving and analytical skills.
• Ability to manage multiple tasks and prioritize effectively in a busy environment.
• A proactive and customer-centric attitude.
• Relevant IT certifications are a plus.
• Must be willing to work a Hybrid schedule, commuting to our Midrand office as required.

Benefits

• Competitive salary package.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and career advancement.
• A collaborative and supportive work environment.
• Access to cutting-edge technology and tools.
• Generous annual leave allowance.
• Potential for bonuses based on performance.
• Team-building activities and social events.