Customer Support Specialist - Tier 2

Placements24; Centurion; Hybride; ZAR 360 000 - 540 000; Plein temps

Avantages offerts par ce poste

Health insurance

Hybrid work model

Professional development

Résumé du poste

Placements24 is seeking a Customer Support Specialist for a leading technology solutions provider in Centurion, Gauteng. This hybrid role combines in-office collaboration with remote flexibility to diagnose and resolve complex hardware and software issues while delivering exceptional client service.

You will be the primary contact for technical inquiries, document interactions in the CRM, contribute to the knowledge base, and help identify trends for product improvements.

Qualifications

• Proven experience as a Customer Support Specialist or similar technical support role (Tier 2 preferred).
• Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.
• Excellent problem-solving and analytical skills.
• Proficient in using CRM software and ticketing systems.
• Exceptional communication and active listening skills.

Responsabilités

• Provide expert-level technical support to clients via phone, email, and chat.
• Diagnose and resolve complex hardware and software issues.
• Escalate unresolved issues to internal teams with clear documentation and follow-up.
• Document all customer interactions, troubleshooting steps, and resolutions in the CRM system.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Identify trends in customer issues and provide feedback to product teams.
• Conduct remote troubleshooting sessions and guide users through steps.
• Maintain high customer satisfaction with professional, empathetic support.
• Collaborate with teammates to share knowledge and best practices.
• Adhere to SLAs for response and resolution times.

Connaissances

Customer support

Technical troubleshooting

CRM software

Remote support

Communication

Formation

Bachelor's degree in Computer Science or IT

Outils

CRM software

Ticketing systems

Description du poste

About the Role

Our client, a leading technology solutions provider, is seeking a highly motivated and experienced Customer Support Specialist to join their dynamic team in Centurion, Gauteng, ZA . This role is crucial in ensuring that our clients receive exceptional support for our cutting-edge software products. You will be the primary point of contact for technical inquiries, troubleshooting complex issues, and providing timely resolutions. This is an excellent opportunity for a dedicated professional to grow their career in a supportive and innovative environment. The ideal candidate will possess a deep understanding of customer service principles and a passion for technology. This hybrid role offers a balance between in-office collaboration and remote flexibility, allowing you to contribute effectively from a location that suits you. We are committed to fostering a positive work culture where your contributions are valued and recognized.

Key Responsibilities

• Provide expert-level technical support to clients via phone, email, and chat.
• Diagnose and resolve complex hardware and software issues efficiently and effectively.
• Escalate unresolved issues to appropriate internal teams, ensuring clear documentation and follow-up.
• Document all customer interactions, troubleshooting steps, and resolutions in our CRM system.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Identify trends in customer issues and provide feedback to product development teams.
• Conduct remote troubleshooting sessions and guide users through step-by-step solutions.
• Maintain a high level of customer satisfaction by delivering professional and empathetic support.
• Collaborate with team members to share knowledge and best practices.
• Adhere to service level agreements (SLAs) for response and resolution times.

Requirements

• Proven experience as a Customer Support Specialist or in a similar technical support role, preferably Tier 2.
• Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.
• Excellent problem-solving and analytical skills.
• Proficient in using CRM software and ticketing systems.
• Exceptional communication, interpersonal, and active listening skills.
• Ability to explain technical concepts to non-technical users clear.
• Experience with remote support tools and techniques.
• A degree in Computer Science, Information Technology, or a related field is advantageous.
• Must be proficient in English and possess strong written and verbal communication skills.
• Demonstrated ability to work effectively both independently and as part of a team in a Centurion, Gauteng, ZA based role.

Benefits

• Competitive annual salary.
• Comprehensive health insurance package.
• Opportunities for professional development and training.
• Hybrid work model offering flexibility.
• Generous paid time off and company holidays.
• Access to the latest technology and tools.
• Collaborative and inclusive work environment.
• Career advancement opportunities within a growing company.
• Employee assistance program.
• Regular team-building activities and social events.