Customer Support Specialist - Tier 2

Placements24; Johannesburg; Hybrid; ZAR 360,000 - 520,000; Full time

Benefits offered by this job

Competitive salary package

Health and wellness benefits

Professional development

Dynamic, inclusive work environment

Paid time off

Access to cutting-edge tech

Job summary

Placements24 is seeking a Customer Support Specialist - Tier 2 in Johannesburg to provide advanced technical assistance and resolve complex issues across our client’s software products. You will diagnose problems, document resolutions, and mentor junior staff while collaborating with Engineering, Product, and Sales to improve service quality.

Strong written and verbal English, remote troubleshooting experience, and proficiency with CRM/ticketing systems are essential.

Qualifications

• Experience in a Tier 2 or higher technical support role in software/tech.
• Strong OS and network protocol knowledge (Windows/macOS/Linux).
• Proficient with CRM/helpdesk systems and clear tech communication.

Responsibilities

• Diagnose and resolve complex technical issues via phone, email, and chat.
• Escalate unresolved issues with detailed documentation.
• Provide timely updates to customers on inquiries and resolutions.
• Develop and maintain knowledge base articles and guides.
• Identify recurring issues and feedback to product teams.
• Mentor junior staff on procedures and best practices.
• Monitor performance metrics and suggest improvements.
• Ensure adherence to SLAs and company policies.
• Contribute to training materials for customers.

Skills

Tier 2+ technical support

Problem solving

Analytical mindset

Communication

Team collaboration

Time management

Remote troubleshooting

Education

IT/CS degree or related certification

Tools

Zendesk

Salesforce Service Cloud

Job description

About the Role

Our client, a leading innovator in the tech solutions space, is seeking a highly skilled and motivated Customer Support Specialist - Tier 2 to join their dynamic team in Johannesburg, Gauteng . This role is crucial in providing advanced technical assistance and ensuring customer satisfaction for our client's diverse product offerings. You will be the frontline defense for complex customer issues, working collaboratively with various internal teams to resolve challenges efficiently and effectively. This is an excellent opportunity for a dedicated professional to advance their career in a supportive and growth-oriented environment. The ideal candidate possesses a strong analytical mindset and a passion for delivering exceptional customer experiences. We are committed to fostering a workplace where talent is recognized and rewarded. Join us in shaping the future of customer support in the vibrant city of Johannesburg .

Key Responsibilities

• Diagnose and resolve complex technical issues reported by customers via phone, email, and chat.
• Escalate unresolved issues to appropriate internal teams (e.g., Engineering, Product Management) with detailed documentation.
• Provide timely and accurate updates to customers regarding the status of their inquiries and resolutions.
• Develop and maintain comprehensive knowledge base articles and troubleshooting guides for both internal and external use.
• Identify recurring customer issues and provide feedback to product development teams for service improvements.
• Train and mentor junior support staff on technical procedures and best practices.
• Monitor customer support performance metrics and identify areas for improvement.
• Ensure adherence to company policies and service level agreements (SLAs).
• Contribute to team meetings, sharing insights and solutions.
• Assist in the creation of customer training materials.

Requirements

• Proven experience in a Tier 2 or higher technical support role, preferably within the software or technology sector.
• Strong understanding of common operating systems (Windows, macOS, Linux) and network protocols.
• Excellent problem-solving and analytical skills with a logical approach to troubleshooting.
• Proficiency in using CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Ability to work independently and as part of a collaborative team in a fast-paced environment.
• Strong time management and organizational skills, with the ability to prioritize tasks effectively.
• A relevant degree or certification in IT, Computer Science, or a related field is advantageous.
• Fluency in English (written and verbal) is essential; additional South African languages are a plus.
• Demonstrated experience in remote troubleshooting techniques.

Benefits

• Competitive salary package commensurate with experience.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and continuous learning.
• A dynamic and inclusive work environment in Johannesburg, Gauteng .
• Generous paid time off and holiday allowances.
• Access to cutting-edge technology and tools.
• Potential for career advancement within the organization.
• Employee assistance programs.
• Team-building activities and social events.