Hybrid IT Support Specialist – Customer Experience & Tech Help

Placements24; Midrand; Hybrid; ZAR 250,000 - 420,000; Full time

Benefits offered by this job

Hybrid work model

Training & development

Career advancement

Medical aid

Retirement fund contributions

Positive work environment

Access to latest technology

Job summary

Placements24 in Midrand, Gauteng, seeks a dynamic Customer Support Specialist to be the first point of contact for customers, addressing inquiries, troubleshooting issues, and ensuring satisfaction. This hybrid role blends in-office collaboration with remote flexibility, aligned to the needs of a growing tech solutions provider.

The ideal candidate has proven experience in customer service or technical support, excellent communication skills, and familiarity with CRM and ticketing systems.

Qualifications

• Proven experience in a customer service or technical support role.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Strong understanding of IT support principles and practices.
• Ability to multitask, prioritize, and manage time effectively.
• Patient and empathetic approach to customer interactions.
• Familiarity with cloud-based applications or SaaS platforms is advantageous.
• Matriculation or equivalent qualification; further technical certifications are a plus.

Responsibilities

• Serve as the primary point of contact for customer inquiries via phone, email, and chat.
• Diagnose and resolve technical issues reported by customers, escalating to higher-level support when needed.
• Provide clear, concise information regarding products and services.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Identify opportunities to improve customer satisfaction and engagement.
• Collaborate with internal teams to address recurring customer issues.
• Follow procedures, guidelines, and policies.

Skills

Customer service experience

Communication skills

CRM systems

IT support fundamentals

Multitasking & time management

Empathy & problem solving

Education

Matric or equivalent

Technical certifications a plus

Tools

CRM software

Helpdesk ticketing systems

Job description

Placements24 in Midrand, Gauteng, seeks a dynamic Customer Support Specialist to be the first point of contact for customers, addressing inquiries, troubleshooting issues, and ensuring satisfaction. This hybrid role blends in-office collaboration with remote flexibility, aligned to the needs of a growing tech solutions provider.

The ideal candidate has proven experience in customer service or technical support, excellent communication skills, and familiarity with CRM and ticketing systems.