Hybrid Tech Support Specialist: Elevate Customer Experience

Placements24; Johannesburg; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Hybrid work model

Competitive salary

Health benefits

Career development opportunities

Job summary

Placements24 is actively seeking a Customer Support Specialist in Johannesburg to be the first point of contact for a diverse client base. The role combines in-office collaboration with remote flexibility within a hybrid work model, emphasizing exceptional customer care and problem-solving aptitude.

You will diagnose issues, maintain records, educate users on features, and collaborate with teams to enhance the customer journey and product offerings.

Qualifications

• Proven experience in a customer service or helpdesk role, preferably within the tech industry.
• Excellent communication and interpersonal skills, both written and verbal.
• Strong problem-solving and analytical abilities.
• Proficiency in CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A patient and empathetic approach to customer interactions.
• Demonstrated ability to work effectively in a team and independently.
• High school diploma or equivalent; further education or certifications are a plus.
• Familiarity with troubleshooting common technical issues.
• Commitment to delivering outstanding customer service.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and live chat.
• Diagnose and resolve technical and service-related issues efficiently.
• Escalate complex problems to appropriate departments when necessary.
• Maintain accurate customer records and document all interactions.
• Proactively identify customer needs and provide personalized support.
• Educate customers on product features and best practices.
• Collaborate with internal teams to improve customer experience and product offerings.
• Gather customer feedback and contribute to service improvement initiatives.
• Adhere to company policies and procedures regarding customer service and data privacy.
• Achieve and exceed performance metrics related to response time, resolution rate, and customer satisfaction.

Skills

Customer service

Communication

Problem solving

Time management

Teamwork

Live chat

Phone support

Email support

Education

High school diploma

Tools

CRM software

Helpdesk ticketing systems

Job description

Placements24 is actively seeking a Customer Support Specialist in Johannesburg to be the first point of contact for a diverse client base. The role combines in-office collaboration with remote flexibility within a hybrid work model, emphasizing exceptional customer care and problem-solving aptitude.

You will diagnose issues, maintain records, educate users on features, and collaborate with teams to enhance the customer journey and product offerings.