Customer Support Specialist - Tier 2

Placements24; Mbombela (Nelspruit); On-site; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

On-site work

Health insurance

Retirement planning

Technical training

Job summary

Placements24 in Nelspruit is seeking an experienced Tier 2 Customer Support Specialist to join the dedicated support team. You will resolve escalated technical issues, perform advanced troubleshooting, and maintain high customer satisfaction in a collaborative office environment.

This role requires at least 3 years in technical support, with 1 year in Tier 2, strong OS, network, and application troubleshooting, plus experience with remote tools and CRM systems.

Qualifications

• Minimum of 3 years in technical customer support, with at least 1 year in a Tier 2 role.
• Strong troubleshooting for operating systems, network configurations, and common applications.
• Excellent analytical and problem-solving abilities.
• Experience with remote support tools and CRM systems.

Responsibilities

• Provide advanced technical support for escalated customer issues via phone, email, and remote desktop tools.
• Diagnose, troubleshoot, and resolve complex hardware, software, and network problems.
• Document all support interactions, solutions, and resolutions thoroughly in the ticketing system.
• Collaborate with engineering and product teams to identify root causes of recurring issues.
• Develop and update technical documentation, FAQs, and knowledge base articles.
• Mentor and guide Tier 1 support staff on complex technical challenges.

Skills

Technical support

Tier 2 support

Network troubleshooting

Remote support

CRM systems

Documentation

Job description

About the Role

Our client is seeking an experienced Tier 2 Customer Support Specialist to join their dedicated support team in Nelspruit. This role focuses on resolving complex technical issues that have been escalated from Tier 1 support. You will delve into intricate customer problems, provide advanced troubleshooting, and ensure timely resolution to maintain high levels of customer satisfaction. Working in a collaborative office environment, you will interact with a team of skilled support professionals and contribute to refining support processes. This is an excellent opportunity for an individual with advanced technical skills and a passion for problem-solving in a customer-centric setting. Your expertise will be crucial in maintaining our client’s reputation for reliable support.

Key Responsibilities

• Provide advanced technical support for escalated customer issues via phone, email, and remote desktop tools.
• Diagnose, troubleshoot, and resolve complex hardware, software, and network problems.
• Document all support interactions, solutions, and resolutions thoroughly in the ticketing system.
• Collaborate with engineering and product teams to identify root causes of recurring issues.
• Develop and update technical documentation, FAQs, and knowledge base articles.
• Mentor and guide Tier 1 support staff on complex technical challenges.

Requirements

• Minimum of 3 years of experience in technical customer support, with at least 1 year in a Tier 2 role.
• Strong proficiency in troubleshooting operating systems, network configurations, and common applications.
• Excellent analytical and problem‑solving abilities.
• Effective communication skills, with the ability to explain technical concepts to non‑technical users.
• Experience with remote support tools and CRM systems.
• Ability to work effectively under pressure and manage multiple priorities.

Benefits

• Competitive annual salary reflecting advanced expertise.
• On‑site work environment fostering team synergy.
• Opportunities for advanced technical training and certifications.
• Comprehensive health insurance and retirement planning.
• A challenging yet rewarding role within a supportive team.