Hybrid Senior Tech Support Specialist

Placements24; Midrand; Híbrido; ZAR 250 000 - 420 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical aid

Retirement fund

Professional development

State-of-the-art tools

Resumo da oferta

Placements24 in Midrand is seeking a Senior Customer Support Specialist to join a dynamic team. The role offers a hybrid working model (in-office and remote) and a path for growth within customer service.

You will serve as the primary contact for customers, handle inquiries, resolve issues, and escalate complex problems as needed. Responsibilities include troubleshooting, maintaining records, educating users on features, mentoring junior staff, and contributing to knowledge base content.

Qualificações

• Proven experience as a Customer Support Specialist or in a similar client-facing role.
• Excellent communication and interpersonal skills, with a patient and empathetic demeanor.
• Strong problem-solving and analytical abilities.
• Minimum of 3 years of experience in a customer service capacity.
• Familiarity with technical troubleshooting is highly advantageous.
• Must be able to work effectively both independently and as part of a team.
• Ability to commute to Midrand, Gauteng office for hybrid workdays.

Responsabilidades

• Provide exceptional customer support via phone, email, and chat channels.
• Troubleshoot and resolve customer issues effectively and efficiently.
• Maintain accurate and detailed records of customer interactions and resolutions.
• Escalate unresolved issues to appropriate departments or senior team members.
• Educate customers on product features and services.
• Gather customer feedback and report insights to management.
• Assist in training and mentoring junior support staff.
• Contribute to the development of support documentation and knowledge base articles.
• Ensure all customer interactions adhere to company policies and service standards.
• Proactively identify trends in customer inquiries and suggest improvements.

Conhecimentos

Communication skills

Customer service

Problem solving

CRM software

Ferramentas

CRM software

Helpdesk ticketing systems

Descrição da oferta de emprego

Placements24 in Midrand is seeking a Senior Customer Support Specialist to join a dynamic team. The role offers a hybrid working model (in-office and remote) and a path for growth within customer service.

You will serve as the primary contact for customers, handle inquiries, resolve issues, and escalate complex problems as needed. Responsibilities include troubleshooting, maintaining records, educating users on features, mentoring junior staff, and contributing to knowledge base content.