Customer Support Specialist - Tier 2

Placements24; Soweto; Hybrid; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Hybrid work model

Competitive salary

Medical aid and retirement fund

Professional growth opportunities

Supportive team environment

Performance-based incentives

Job summary

Placements24 seeks a skilled Customer Support Specialist (Tier 2) for its Soweto, Gauteng team. This hybrid role blends in‑office collaboration with remote flexibility and centers on handling escalated inquiries and complex technical issues from Tier 1.

You will diagnose problems, provide in‑depth product support, document resolutions, and share knowledge with peers. A 3–5 year background in customer support plus strong communication are essential for success, with growth opportunities and

Qualifications

• 3–5 years in customer support, with at least 2 years in Tier 2.
• Ability to diagnose and resolve complex technical issues.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication.
• Experience with helpdesk software and CRM systems.
• Legally authorized to work in South Africa.
• Relevant tertiary qualification advantageous.

Responsibilities

• Investigate and resolve complex customer issues escalated from Tier 1 support.
• Provide in-depth technical support for products and services.
• Analyse customer issues to identify root causes and solutions.
• Communicate technical information clearly to customers and internal teams.
• Document escalated issues and resolutions in the support system.
• Collaborate with Engineering and Product to resolve bugs and system issues.
• Develop and update knowledge base for Tier 2 issues.
• Train Tier 1 staff on advanced troubleshooting techniques.
• Contribute to continuous improvement of support processes.
• Ensure timely and accurate resolutions to customers.

Skills

Analytical thinking

Problem solving

Communication skills

Education

Tertiary qualification or professional certification

Tools

Helpdesk software

CRM systems

Job description

About the Role

Our client is looking for a skilled Customer Support Specialist (Tier 2) to join their team in Soweto, Gauteng . This role is responsible for handling more complex customer inquiries and technical issues that have been escalated from the first tier of support. The ideal candidate will possess strong analytical and problem-solving skills, excellent communication abilities, and a commitment to providing exceptional customer service. This hybrid role offers a blend of in-office collaboration and remote flexibility, providing a balanced work environment. We are seeking an individual who is dedicated to resolving challenging customer issues and contributing to a positive support experience. If you excel in troubleshooting and thrive in a fast-paced environment, this is an excellent career opportunity.

Key Responsibilities

• Investigate and resolve complex customer issues escalated from Tier 1 support.
• Provide in-depth technical support for products and services.
• Analyse customer issues to identify root causes and implement long-term solutions.
• Communicate technical information clearly and effectively to customers and internal teams.
• Document all escalated issues, troubleshooting steps, and resolutions in the support system.
• Collaborate with other departments (e.g., Engineering, Product) to resolve complex bugs and system issues.
• Develop and update knowledge base articles for common Tier 2 issues.
• Train and mentor Tier 1 support staff on advanced troubleshooting techniques.
• Ensure customer satisfaction by providing timely and accurate resolutions.
• Contribute to the continuous improvement of support processes and tools.

Requirements

• Minimum of 3-5 years of experience in a customer support role, with at least 2 years in a Tier 2 or equivalent capacity.
• Proven ability to diagnose and resolve complex technical and service-related issues.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency in using helpdesk software and CRM systems.
• Ability to manage multiple complex cases simultaneously.
• Experience with troubleshooting common software and hardware issues.
• A relevant tertiary qualification or professional certification is advantageous.
• Must be legally authorized to work in South Africa .

Benefits

• Competitive salary based on experience and expertise.
• Hybrid work model offering flexibility.
• Comprehensive medical aid and retirement fund contributions.
• Opportunities for professional growth and development.
• A supportive and collaborative team environment.
• Performance-based incentives and bonuses.