Hybrid Tier 2 Tech Support Specialist

Placements24; Midrand; Hybrid; ZAR 260,000 - 380,000; Full time

Benefits offered by this job

Medical aid

Retirement fund

Annual leave

Hybrid work model

Training opportunities

Job summary

Placements24 in Midrand, Gauteng, is seeking a motivated Customer Support Specialist to join their team. The role focuses on tier-2 technical support, handling escalated inquiries and delivering in-depth assistance for software and hardware issues.

You will diagnose problems, document resolutions, and contribute to knowledge base updates. The position offers a blend of in-office collaboration and remote flexibility to support a healthy work-life balance.

Qualifications

• Proven experience as a Customer Support Specialist, preferably Tier 2 or similar.
• Strong understanding of common software applications, operating systems and network concepts.
• Excellent problem-solving and analytical skills with attention to detail.
• Exceptional communication and interpersonal skills, with ability to explain technical concepts to non-technical users.

Responsibilities

• Respond to and resolve complex customer support inquiries via phone, email, and chat channels, escalating issues when necessary.
• Diagnose and troubleshoot hardware and software issues, providing clear solutions to customers.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Develop and update support documentation, including FAQs and troubleshooting guides.
• Identify opportunities to improve support processes and customer satisfaction.
• Collaborate with product and engineering teams to feedback on recurring issues and enhancements.
• Assist in training junior support staff and share best practices.
• Ensure all customer interactions adhere to SLAs with professionalism and empathy.

Skills

CRM software

Helpdesk ticketing

Technical troubleshooting

Communication skills

Team collaboration

Tools

CRM software

Helpdesk systems

Job description

Placements24 in Midrand, Gauteng, is seeking a motivated Customer Support Specialist to join their team. The role focuses on tier-2 technical support, handling escalated inquiries and delivering in-depth assistance for software and hardware issues.

You will diagnose problems, document resolutions, and contribute to knowledge base updates. The position offers a blend of in-office collaboration and remote flexibility to support a healthy work-life balance.