Hybrid Tech Support Specialist: Expert Troubleshooter

Placements24; Centurion; Hybride; ZAR 360 000 - 540 000; Plein temps

Avantages offerts par ce poste

Health insurance

Hybrid work model

Professional development

Résumé du poste

Placements24 is seeking a Customer Support Specialist for a leading technology solutions provider in Centurion, Gauteng. This hybrid role combines in-office collaboration with remote flexibility to diagnose and resolve complex hardware and software issues while delivering exceptional client service.

You will be the primary contact for technical inquiries, document interactions in the CRM, contribute to the knowledge base, and help identify trends for product improvements.

Qualifications

• Proven experience as a Customer Support Specialist or similar technical support role (Tier 2 preferred).
• Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.
• Excellent problem-solving and analytical skills.
• Proficient in using CRM software and ticketing systems.
• Exceptional communication and active listening skills.

Responsabilités

• Provide expert-level technical support to clients via phone, email, and chat.
• Diagnose and resolve complex hardware and software issues.
• Escalate unresolved issues to internal teams with clear documentation and follow-up.
• Document all customer interactions, troubleshooting steps, and resolutions in the CRM system.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Identify trends in customer issues and provide feedback to product teams.
• Conduct remote troubleshooting sessions and guide users through steps.
• Maintain high customer satisfaction with professional, empathetic support.
• Collaborate with teammates to share knowledge and best practices.
• Adhere to SLAs for response and resolution times.

Connaissances

Customer support

Technical troubleshooting

CRM software

Remote support

Communication

Formation

Bachelor's degree in Computer Science or IT

Outils

CRM software

Ticketing systems

Description du poste

Placements24 is seeking a Customer Support Specialist for a leading technology solutions provider in Centurion, Gauteng. This hybrid role combines in-office collaboration with remote flexibility to diagnose and resolve complex hardware and software issues while delivering exceptional client service.

You will be the primary contact for technical inquiries, document interactions in the CRM, contribute to the knowledge base, and help identify trends for product improvements.