Customer Support Specialist - Tier 2

Placements24; Stellenbosch; Hybrid; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Hybrid work model

Medical aid

Retirement fund contributions

Professional development

Job summary

Placements24 in Stellenbosch, Western Cape, is seeking a Customer Support Specialist - Tier 2 to join our team. You will handle complex IT issues, guide Tier 1 staff, and maintain knowledge resources in a collaborative, growth‑oriented environment.

The role emphasizes strong technical understanding, documentation in CRM, and a proactive, independent work style within a hybrid model that balances office and remote work.

Qualifications

• Minimum 3 years in a technical customer support role, preferably Tier 2 or higher.
• Proven experience with CRM software (Salesforce, Zendesk) and ticketing systems.
• Strong understanding of operating systems (Windows, macOS), network protocols, and common software applications.
• Excellent analytical and problem-solving skills with a methodical approach to troubleshooting.
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.

Responsibilities

• Investigate, diagnose, and resolve complex technical issues reported by customers across various platforms.
• Provide advanced technical assistance and guidance to Tier 1 support agents, acting as a subject matter expert.
• Document all customer interactions, technical issues, and resolutions accurately and thoroughly in the CRM system.
• Collaborate with development and engineering teams to identify product bugs and suggest improvements.
• Develop and maintain a knowledge base of common issues and their solutions to improve support efficiency.
• Escalate unresolved issues to appropriate departments or senior technical staff with detailed explanations.
• Ensure timely follow-up on all escalated issues, keeping customers informed of progress.
• Contribute to the continuous improvement of support processes and tools.

Skills

CRM experience

Technical troubleshooting

Analytical thinking

Communication skills

Tools

Salesforce

Zendesk

Job description

About the Role

Our client, a leading tech solutions provider, is seeking a highly skilled and motivated Customer Support Specialist - Tier 2 to join their dynamic team in Stellenbosch, Western Cape. This role is integral to ensuring exceptional customer satisfaction by providing advanced technical support and resolving complex issues. The ideal candidate will possess a strong understanding of IT systems, excellent problem-solving abilities, and a passion for delivering outstanding service. You will be working within a collaborative environment that encourages growth and development, contributing directly to the company's reputation for excellence in customer care.

Key Responsibilities

• Investigate, diagnose, and resolve complex technical issues reported by customers across various platforms.
• Provide advanced technical assistance and guidance to Tier 1 support agents, acting as a subject matter expert.
• Document all customer interactions, technical issues, and resolutions accurately and thoroughly in the CRM system.
• Collaborate with development and engineering teams to identify product bugs and suggest improvements.
• Develop and maintain a knowledge base of common issues and their solutions to improve support efficiency.
• Escalate unresolved issues to appropriate departments or senior technical staff with detailed explanations.
• Ensure timely follow-up on all escalated issues, keeping customers informed of progress.
• Contribute to the continuous improvement of support processes and tools.

Requirements

• Minimum of 3 years of experience in a technical customer support role, preferably at Tier 2 or higher.
• Proven experience with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
• Strong understanding of operating systems (Windows, macOS), network protocols, and common software applications.
• Excellent analytical and problem-solving skills with a methodical approach to troubleshooting.
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and as part of a team in a fast-paced environment.
• A proactive attitude towards learning new technologies and support methodologies.
• Experience in the Western Cape region is advantageous.

Benefits

• Competitive annual salary of R.
• Comprehensive medical aid and retirement fund contributions.
• Opportunities for professional development and advanced training.
• A stimulating work environment in a growing technology sector.
• Hybrid work model allowing for a balance between office collaboration and remote flexibility.
• Access to the latest technology and support tools.
• Employee assistance programs and wellness initiatives.