Hybrid Tier 2 Tech Support Specialist

Placements24; Stellenbosch; Hybrid; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Hybrid work model

Medical aid

Retirement fund contributions

Professional development

Job summary

Placements24 in Stellenbosch, Western Cape, is seeking a Customer Support Specialist - Tier 2 to join our team. You will handle complex IT issues, guide Tier 1 staff, and maintain knowledge resources in a collaborative, growth‑oriented environment.

The role emphasizes strong technical understanding, documentation in CRM, and a proactive, independent work style within a hybrid model that balances office and remote work.

Qualifications

• Minimum 3 years in a technical customer support role, preferably Tier 2 or higher.
• Proven experience with CRM software (Salesforce, Zendesk) and ticketing systems.
• Strong understanding of operating systems (Windows, macOS), network protocols, and common software applications.
• Excellent analytical and problem-solving skills with a methodical approach to troubleshooting.
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.

Responsibilities

• Investigate, diagnose, and resolve complex technical issues reported by customers across various platforms.
• Provide advanced technical assistance and guidance to Tier 1 support agents, acting as a subject matter expert.
• Document all customer interactions, technical issues, and resolutions accurately and thoroughly in the CRM system.
• Collaborate with development and engineering teams to identify product bugs and suggest improvements.
• Develop and maintain a knowledge base of common issues and their solutions to improve support efficiency.
• Escalate unresolved issues to appropriate departments or senior technical staff with detailed explanations.
• Ensure timely follow-up on all escalated issues, keeping customers informed of progress.
• Contribute to the continuous improvement of support processes and tools.

Skills

CRM experience

Technical troubleshooting

Analytical thinking

Communication skills

Tools

Salesforce

Zendesk

Job description

Placements24 in Stellenbosch, Western Cape, is seeking a Customer Support Specialist - Tier 2 to join our team. You will handle complex IT issues, guide Tier 1 staff, and maintain knowledge resources in a collaborative, growth‑oriented environment.

The role emphasizes strong technical understanding, documentation in CRM, and a proactive, independent work style within a hybrid model that balances office and remote work.