Customer Support Specialist - Technical Focus

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

Benefits offered by this job

Competitive annual salary

Professional development and training

Collaborative work environment

Access to benefits package

Job summary

WhatJobs Direct in Durban, KwaZulu-Natal, seeks a Customer Support Specialist to troubleshoot complex software issues and guide users through product features. You will provide first-line support via email, phone and chat, diagnose problems, and document solutions to empower users.

Ideal candidates have at least two years in technical support, strong OS knowledge (Windows/macOS), clear communication, and experience with Zendesk or Jira Service Desk. On-site role with growth opportunities.

Qualifications

• Minimum 2 years in technical support or similar IT role.
• Strong problem-solving and troubleshooting skills.
• Excellent written and verbal communication.

Responsibilities

• Provide first-level technical support via email, phone, and chat.
• Diagnose and resolve software and hardware issues.
• Guide customers through product setup, troubleshooting, and usage.
• Escalate unresolved issues to senior staff or development teams.
• Create and maintain technical documentation and knowledge base articles.
• Identify product bugs and provide feedback for improvement.
• Monitor support channels and ensure timely responses.
• Improve support processes and efficiency.
• Collaborate with QA to test new features and fixes.

Skills

Tech support experience

Problem-solving

Clear communication

Windows/macOS OS knowledge

Tools

Zendesk

Jira Service Desk

Job description

About the Role

Our client, WhatJobs Direct, is actively seeking a diligent and technically adept Customer Support Specialist to join their growing team. This role is tailored for an individual who excels at troubleshooting complex issues and providing clear, concise technical guidance to customers. You will be instrumental in resolving software-related queries, guiding users through product features, and ensuring a seamless technical support experience. This position is based in the bustling city of Durban, KwaZulu-Natal , and offers a unique opportunity to contribute to a company renowned for its innovative solutions and commitment to customer satisfaction. We are looking for someone who can not only solve problems but also enhance the overall technical user experience.

Key Responsibilities

• Provide first-level technical support to customers via email, phone, and chat.
• Diagnose and resolve software and hardware issues reported by users.
• Guide customers through product setup, troubleshooting, and usage.
• Escalate unresolved technical issues to senior support staff or development teams.
• Create and maintain technical documentation, FAQs, and knowledge base articles.
• Assist in identifying product bugs and providing feedback for improvement.
• Monitor support channels and ensure timely responses to all technical queries.
• Contribute to improving support processes and efficiency.
• Collaborate with the quality assurance team to test new features and fixes.

Requirements

• Minimum 2 years of experience in technical support or a similar customer-facing IT role.
• Strong understanding of operating systems (Windows, macOS) and common software applications.
• Excellent problem-solving and troubleshooting skills, with a logical approach.
• Good written and verbal communication skills, with the ability to explain technical concepts clearly.
• Experience with ticketing systems (e.g., Zendesk, Jira Service Desk).
• Ability to work independently and as part of a team.
• Familiarity with scripting or basic programming languages is a plus.
• Located in or able to commute to Durban, KwaZulu-Natal for this role.

Benefits

• Competitive annual salary.
• Opportunity to work with cutting-edge technology.
• Professional development and training opportunities.
• A collaborative and supportive work environment.
• Contribution to a company focused on technological advancement.
• Potential for performance-based bonuses.
• Access to company benefits package.