Customer Support Specialist - Tier 2

Placements24; Pietermaritzburg; Hybrid; ZAR 240,000 - 320,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Career development

Team environment

Job summary

Placements24 client in Pietermaritzburg seeks a dedicated Customer Support Specialist to join their technology team. You will provide advanced technical support via phone, email, and chat, diagnosing complex issues and guiding customers through solutions.

The role emphasizes collaboration with product and engineering, maintaining documentation in CRM, and contributing to knowledge bases, with opportunities for professional development in a fast-paced, customer-centric environment.

Qualifications

• Proven experience in a customer service or technical support role.
• Ability to explain technical concepts to non-technical users.
• Experience with CRM software and ticketing systems.
• Desirable: certifications in IT support or related fields.

Responsibilities

• Provide advanced technical support to customers via phone, email, and chat, addressing complex inquiries and troubleshooting issues.
• Diagnose and resolve intricate technical problems, escalating when necessary to higher-tier support or engineering teams.
• Document all customer interactions, technical issues, and resolutions accurately in the CRM system.
• Develop and maintain comprehensive knowledge base articles and troubleshooting guides for internal use and customer self-service.
• Collaborate with product development and engineering teams to identify recurring issues and suggest product improvements.
• Proactively identify customer needs and provide tailored solutions to enhance their experience.
• Participate in ongoing training sessions to stay updated on product knowledge and support best practices.
• Contribute to team goals and objectives, fostering a positive and productive team atmosphere.

Skills

Customer service

Technical troubleshooting

Communication skills

Team collaboration

Problem solving

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client, a dynamic and rapidly expanding technology firm, is seeking a dedicated and experienced Customer Support Specialist to join their thriving team in Pietermaritzburg, KwaZulu-Natal . This role is crucial in maintaining high levels of customer satisfaction and providing expert technical assistance. You will be the primary point of contact for customers facing complex issues, requiring a deep understanding of our client's products and services. The ideal candidate will possess exceptional problem-solving skills, a customer-centric approach, and the ability to effectively communicate technical information to a non-technical audience. This position offers a fantastic opportunity to grow within a supportive and innovative environment. We are committed to fostering a collaborative workplace where your contributions are valued and recognized.

Key Responsibilities

• Provide advanced technical support to customers via phone, email, and chat, addressing complex inquiries and troubleshooting issues.
• Diagnose and resolve intricate technical problems, escalating when necessary to higher-tier support or engineering teams.
• Document all customer interactions, technical issues, and resolutions accurately in the CRM system.
• Develop and maintain comprehensive knowledge base articles and troubleshooting guides for both internal use and customer self-service.
• Collaborate with product development and engineering teams to identify recurring issues and suggest product improvements.
• Proactively identify customer needs and provide tailored solutions to enhance their experience.
• Participate in ongoing training sessions to stay updated on product knowledge and support best practices.
• Contribute to team goals and objectives, fostering a positive and productive team atmosphere.

Requirements

• Proven experience in a customer service or technical support role, preferably at a Tier 2 or higher level.
• Excellent understanding of troubleshooting methodologies and technical problem-solving.
• Strong communication skills, both verbal and written, with the ability to explain complex technical concepts clearly.
• Proficiency in using CRM software and other support ticketing systems.
• Ability to work effectively in a fast-paced, team-oriented environment.
• A passion for customer advocacy and delivering exceptional service.
• Experience in the software or technology industry is highly desirable.
• Relevant certifications in IT support or customer service are a plus.

Benefits

• Competitive salary package and performance-based bonuses.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and career advancement.
• A supportive and dynamic work culture in Pietermaritzburg, KwaZulu-Natal .
• Access to cutting-edge technology and resources.
• Paid time off and holiday allowances.
• Employee assistance program.