Hybrid Tier 2 Technical Support Specialist (Durban)

Placements24; Durban; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Hybrid work arrangement

Competitive benefits

Job summary

Placements24 is seeking a Customer Support Agent (Tier 2) in Durban, KwaZulu-Natal, to handle escalated tickets and provide advanced technical support. The role blends office and remote work, requiring strong troubleshooting skills and excellent communication to resolve complex issues and ensure customer satisfaction.

Ideal candidates have 2–3 years in Tier 2 support, familiarity with helpdesk tools, and a proactive mindset.

Qualifications

• 2-3 years in a Tier 2 technical support or customer service role
• Strong troubleshooting methodologies for software/hardware
• Excellent analytical and problem-solving abilities
• Proficiency with helpdesk software and remote support tools
• Superior written and verbal communication skills

Responsibilities

• Handle escalated customer support tickets requiring advanced troubleshooting
• Diagnose and resolve complex technical issues related to our products/services
• Communicate technical solutions clearly to customers
• Collaborate with Tier 1 support and other departments for swift resolution
• Document technical solutions and contribute to the knowledge base
• Identify recurring issues and provide feedback for product/process improvements
• Maintain high customer satisfaction through effective problem-solving and communication
• Adhere to SLAs for response and resolution times
• Participate in ongoing training to stay updated on product features and support procedures

Skills

Escalation support

Troubleshooting

Helpdesk software

Remote support

Customer communication

Hybrid work adaptation

Education

Technical certification / degree

Job description

Placements24 is seeking a Customer Support Agent (Tier 2) in Durban, KwaZulu-Natal, to handle escalated tickets and provide advanced technical support. The role blends office and remote work, requiring strong troubleshooting skills and excellent communication to resolve complex issues and ensure customer satisfaction.

Ideal candidates have 2–3 years in Tier 2 support, familiarity with helpdesk tools, and a proactive mindset.