Customer Support Specialist - Technical Inquiries

Placements24; Johannesburg; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Medical aid

Retirement fund

Paid time off

Hybrid work arrangement

Job summary

WhatJobs Direct in Johannesburg, Gauteng, is seeking a Customer Support Specialist to deliver excellent service and technical assistance to our diverse client base. The role blends remote work with an office presence in a hybrid model.

You will handle inquiries via phone, email, and live chat, troubleshoot issues, maintain CRM records, and contribute to the knowledge base while meeting SLAs. This fast-paced team values problem-solving and customer-first attitudes.

Qualifications

• Proven experience in a customer service or helpdesk role, preferably in a technical support environment.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Familiarity with common operating systems and software applications.
• Ability to work independently and as part of a team in a fast-paced environment.
• Patient and empathetic approach to customer interactions.
• High school diploma or equivalent; further education or relevant certifications are a plus.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely and accurate manner.
• Diagnose and troubleshoot technical issues reported by customers, providing step-by-step solutions.
• Escalate complex issues to higher-level support or relevant departments when necessary.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Proactively identify trends in customer issues and provide feedback to the product development team.
• Educate customers on product features and best practices to enhance their experience.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Adhere to service level agreements (SLAs) and company policies.
• Participate in ongoing training sessions to stay updated on product knowledge and support procedures.

Skills

Customer service

Communication

Problem solving

CRM

Teamwork

Empathy

OS familiarity

Education

High school diploma

Job description

About the Role

Our client, WhatJobs Direct , a leading provider of digital services, is seeking a highly motivated and customer-focused Customer Support Specialist to join their dynamic team. This role is integral to maintaining customer satisfaction and providing essential technical assistance. You will be at the forefront of customer interaction, ensuring that all inquiries are handled with professionalism, efficiency, and a deep understanding of our client's product suite. The position is based in the vibrant city of Johannesburg, Gauteng , and offers a hybrid working model, blending the convenience of remote work with the collaborative environment of the office. We are looking for individuals with a passion for problem-solving and a genuine desire to help others navigate technical challenges.

Key Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely and accurate manner.
• Diagnose and troubleshoot technical issues reported by customers, providing step-by-step solutions.
• Escalate complex issues to higher-level support or relevant departments when necessary.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Proactively identify trends in customer issues and provide feedback to the product development team.
• Educate customers on product features and best practices to enhance their experience.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Adhere to service level agreements (SLAs) and company policies.
• Participate in ongoing training sessions to stay updated on product knowledge and support procedures.

Requirements

• Proven experience in a customer service or helpdesk role, preferably in a technical support environment.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Strong problem-solving and analytical abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Familiarity with common operating systems and software applications.
• Ability to work independently and as part of a team in a fast-paced environment.
• A patient and empathetic approach to customer interactions.
• High school diploma or equivalent; further education or relevant certifications are a plus.
• Must be able to commute to the Johannesburg, Gauteng office for scheduled hybrid workdays.

Benefits

• Our client offers a competitive remuneration package, including a comprehensive medical aid scheme and a retirement fund.
• Employees benefit from generous paid time off and opportunities for professional development and career advancement within the company.
• Access to cutting-edge tools and technologies, along with a supportive and collaborative team culture, makes this an attractive opportunity for motivated individuals seeking to grow their careers in customer support.
• Enjoy the flexibility of a hybrid work arrangement, balancing work and personal life effectively in the dynamic setting of Johannesburg.