Hybrid Software Support Specialist

Placements24; Stellenbosch; Hybrid; ZAR 420,000 - 640,000; Full time

Benefits offered by this job

Health benefits

Hybrid work model

Professional growth

Job summary

Placements24 in Stellenbosch is seeking a technically skilled Customer Support Specialist to assist software users, diagnose issues, and provide clear solutions. The role blends office collaboration with remote work days in a hybrid setup.

You will handle first- and second-tier support via email, chat, and phone, document interactions, and work with engineering to resolve complex bugs while contributing to knowledge base articles.

Qualifications

• Minimum 3 years in technical support or helpdesk for software.
• Strong understanding of Windows/macOS and troubleshooting methods.
• Excellent problem-solving and analytical skills with clear communication.
• Experience with ticketing and CRM systems like Zendesk or Jira Service Management.

Responsibilities

• Provide first-tier and second-tier technical support to customers via email, chat, and phone, addressing software-related issues.
• Diagnose and troubleshoot software bugs, configuration errors, and user-related technical problems.
• Document customer interactions, technical issues, and resolutions meticulously in the helpdesk system.
• Escalate complex technical issues to the engineering or development teams, providing detailed diagnostic information.
• Assist users with software installation, configuration, and general usage inquiries.
• Develop and maintain technical knowledge base articles, FAQs, and troubleshooting guides for customers and internal teams.
• Collaborate with the product development team to relay user feedback and contribute to software enhancements.

Skills

Troubleshooting

Customer communication

Documentation

Knowledge base

Tools

Zendesk

Jira Service Management

CRM software

Job description

Placements24 in Stellenbosch is seeking a technically skilled Customer Support Specialist to assist software users, diagnose issues, and provide clear solutions. The role blends office collaboration with remote work days in a hybrid setup.

You will handle first- and second-tier support via email, chat, and phone, document interactions, and work with engineering to resolve complex bugs while contributing to knowledge base articles.