Customer Support Specialist - Tier 2

Placements24; Midrand; Hybrid; ZAR 260,000 - 380,000; Full time

Benefits offered by this job

Medical aid

Retirement fund

Annual leave

Hybrid work model

Training opportunities

Job summary

Placements24 in Midrand, Gauteng, is seeking a motivated Customer Support Specialist to join their team. The role focuses on tier-2 technical support, handling escalated inquiries and delivering in-depth assistance for software and hardware issues.

You will diagnose problems, document resolutions, and contribute to knowledge base updates. The position offers a blend of in-office collaboration and remote flexibility to support a healthy work-life balance.

Qualifications

• Proven experience as a Customer Support Specialist, preferably Tier 2 or similar.
• Strong understanding of common software applications, operating systems and network concepts.
• Excellent problem-solving and analytical skills with attention to detail.
• Exceptional communication and interpersonal skills, with ability to explain technical concepts to non-technical users.

Responsibilities

• Respond to and resolve complex customer support inquiries via phone, email, and chat channels, escalating issues when necessary.
• Diagnose and troubleshoot hardware and software issues, providing clear solutions to customers.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Develop and update support documentation, including FAQs and troubleshooting guides.
• Identify opportunities to improve support processes and customer satisfaction.
• Collaborate with product and engineering teams to feedback on recurring issues and enhancements.
• Assist in training junior support staff and share best practices.
• Ensure all customer interactions adhere to SLAs with professionalism and empathy.

Skills

CRM software

Helpdesk ticketing

Technical troubleshooting

Communication skills

Team collaboration

Tools

CRM software

Helpdesk systems

Job description

About the Role

Our client, a leading innovator in the tech solutions space, is seeking a highly motivated and experienced Customer Support Specialist to join their dynamic team in Midrand, Gauteng. This is a fantastic opportunity for an individual passionate about delivering exceptional customer experiences and resolving complex technical issues. You will be instrumental in maintaining high customer satisfaction levels and contributing to the overall success of our client's support operations. The role involves a collaborative environment where teamwork and proactive problem-solving are highly valued. As a Tier 2 specialist, you will handle escalated customer inquiries, providing in-depth technical assistance and ensuring timely and effective resolutions. Your expertise will be crucial in troubleshooting, diagnosing, and resolving a wide range of customer issues, from software malfunctions to hardware integration challenges. This position offers a blend of in-office collaboration and remote flexibility, allowing for a balanced work-life integration within the vibrant Midrand, Gauteng community.

Key Responsibilities

• Respond to and resolve complex customer support inquiries via phone, email, and chat channels, escalating issues to appropriate teams when necessary.
• Diagnose and troubleshoot technical hardware and software issues, providing clear and concise solutions to customers.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Develop and update support documentation, including FAQs, knowledge base articles, and troubleshooting guides.
• Proactively identify opportunities to improve customer support processes and customer satisfaction.
• Collaborate with the product and engineering teams to provide feedback on recurring issues and product enhancements.
• Assist in training junior support staff and sharing best practices.
• Ensure all customer interactions are handled with professionalism and empathy, adhering to service level agreements (SLAs).

Requirements

• Proven experience as a Customer Support Specialist, preferably in a Tier 2 or similar technical support role.
• Strong understanding of common software applications, operating systems, and network concepts.
• Excellent problem-solving and analytical skills with a keen attention to detail.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to work independently and as part of a team in a fast-paced environment.
• A proactive approach to identifying and resolving customer issues.
• Prior experience in the tech solutions industry is highly advantageous.
• Relevant certifications in IT support or customer service are a plus.

Benefits

• Our client offers a competitive salary package and a comprehensive benefits program designed to support employee well-being and professional growth.
• Access to ongoing training and development opportunities, a supportive and collaborative work environment, and the chance to work with cutting-edge technology.
• Employees benefit from a generous annual leave allowance, medical aid contributions, and retirement fund options.
• The hybrid work model provides flexibility, balancing in-office collaboration with the convenience of remote work.
• Opportunities for career advancement within the organization are plentiful for high performers.