Customer Support Specialist - Technical Queries

Placements24; Soweto; On-site; ZAR 280,000 - 360,000; Full time

Benefits offered by this job

Competitive salary

Medical and retirement benefits

Professional development

Startup environment

Generous paid time off

Stock options or equity

Job summary

Placements24 is seeking a detail-oriented Customer Support Specialist to join our Soweto team. This role focuses on high-level technical support for our software products, diagnosing complex issues, guiding users through troubleshooting steps, and ensuring a positive support experience.

The ideal candidate will have strong technical aptitude, excellent communication skills, and a passion for problem-solving.

Qualifications

• Minimum 3 years of experience in technical customer support or similar
• Strong understanding of software troubleshooting and common technical issues
• Excellent verbal and written communication skills
• Proficiency in using helpdesk software and ticketing systems
• Ability to explain technical concepts to non-technical users

Responsibilities

• Provide expert technical assistance to customers via phone, email, and chat.
• Diagnose and troubleshoot complex software and hardware issues reported by users.
• Guide customers through step-by-step solutions and provide clear explanations.
• Document all customer interactions, issues and resolutions in the support system.
• Escalate unresolved issues to senior engineers or relevant departments.
• Maintain a knowledge base of common issues and resolutions.
• Assist in testing new product releases and provide user feedback.
• Ensure customer satisfaction by resolving issues promptly.

Skills

Technical support

Troubleshooting

Customer communication

Documentation

Time management

Education

High school diploma

Technical certification / Associate degree

Tools

Helpdesk software

Ticketing system

CRM software

Job description

About the Role

Our client, a rapidly growing tech startup, is looking for a detail-oriented and technically adept Customer Support Specialist to join their team in Soweto, Gauteng. This role is focused on providing high-level technical support to users of our client's innovative software products. You will be responsible for diagnosing and resolving complex technical issues, guiding customers through troubleshooting steps, and ensuring a positive and efficient support experience. The ideal candidate will have a strong technical aptitude, excellent communication skills, and a passion for problem-solving. This is an exciting opportunity to be part of a dynamic company and contribute to its growth in the vibrant community of Soweto. Our client values innovation, customer satisfaction, and a collaborative team spirit.

Key Responsibilities

• Provide expert technical assistance to customers via phone, email, and chat.
• Diagnose and troubleshoot complex software and hardware issues reported by users.
• Guide customers through step-by-step solutions and provide clear, concise explanations.
• Document all customer interactions, technical issues, and resolutions in the support system.
• Identify trends in customer issues and provide feedback to the product development team.
• Escalate unresolved technical issues to senior support engineers or relevant departments.
• Maintain a knowledge base of common issues, solutions, and troubleshooting procedures.
• Assist in testing new product releases and providing user feedback.
• Ensure customer satisfaction by resolving issues in a timely and effective manner.
• Stay up-to-date with product updates and technical advancements.

Requirements

• High school diploma or equivalent; a technical certification or associate's degree is a plus.
• Minimum of 3 years of experience in technical customer support or a similar role.
• Strong understanding of software troubleshooting and common technical issues.
• Excellent verbal and written communication skills.
• Proficiency in using helpdesk software and ticketing systems.
• Ability to explain technical concepts to non-technical users.
• Strong problem-solving and analytical skills.
• Patience and a customer-centric attitude.
• Ability to work independently and manage time effectively.
• Must be based in or able to commute to Soweto, Gauteng.

Benefits

• Competitive salary and potential for performance bonuses.
• Comprehensive medical and retirement benefits.
• Opportunities for professional development and skill enhancement.
• A dynamic and fast-paced startup work environment.
• Generous paid time off.
• Employee stock options or early-stage equity.
• Exposure to cutting-edge technology and innovation.
• Team-building activities and company events.
• Be a foundational member of a growing tech company in Soweto.
• Direct impact on product improvement and customer experience.