Remote Client Support Specialist

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

Benefits offered by this job

Fully remote employment

Comprehensive medical, dental, and eye

Generous vacation

Professional development

Retirement savings plan

Employee discounts

Job summary

Placements24 is hiring a Remote Client Support Specialist to join a fully remote team, operating from Stellenbosch, Western Cape. You will assist customers via email, chat, and phone, troubleshoot software issues, and guide customers on product usage with a customer-centric approach.

The role emphasizes independent work, timely issue resolution, and documentation of interactions within a ticketing system, while collaborating with internal teams for product improvements.

Qualifications

• Previous experience in a customer support or helpdesk role.
• Strong technical aptitude to troubleshoot software issues.
• Excellent written and verbal communication with a professional tone.
• Proficiency with helpdesk software and office tools.
• Ability to work independently and meet performance targets remotely.
• Customer-centric mindset with problem-solving passion.
• High school diploma or equivalent; further education is a plus.
• Reliable internet and fully remote work setup.
• Location proximity to Stellenbosch is advantageous.

Responsibilities

• Provide high-quality technical and non-technical support to customers via email, chat, and phone.
• Troubleshoot and resolve customer issues related to our client's products and services in a timely and efficient manner.
• Accurately document customer interactions, issues, and resolutions within the company's ticketing system.
• Develop and maintain a comprehensive understanding of our client's offerings to provide informed support.
• Contribute to the creation and updating of knowledge base articles and customer-facing documentation.
• Identify patterns in customer inquiries and provide feedback to relevant teams for product or service improvements.
• Ensure a positive and professional customer experience throughout every interaction.
• Collaborate with internal teams to resolve complex customer problems.

Skills

Customer support

Technical troubleshooting

Communication skills

Helpdesk software

Time management

Remote work

Education

High school diploma or equivalent

Tools

Zendesk

Freshdesk

CRM software

Job description

About the Role

Our client, a leader in the (industry, e.g., e-commerce solutions) sector, is seeking a dedicated Remote Client Support Specialist to join their dynamic, fully remote team. This position, based operationally within the sphere of **Stellenbosch, Western Cape**, offers the ultimate flexibility of working from home. You will be the vital link between our client and their valued customers, providing expert assistance and ensuring a seamless experience. This role requires a proactive individual with exceptional problem-solving skills and a genuine passion for helping others. You will handle a variety of customer inquiries, troubleshoot technical issues, and offer guidance on product usage. We are looking for a detail-oriented professional who can communicate effectively and efficiently, maintaining high standards of service in a remote setting. This is an ideal opportunity for an experienced support professional seeking a fully remote career path with a company committed to innovation and customer satisfaction. The ability to work autonomously and manage your time effectively is paramount.

Key Responsibilities

• Provide high-quality technical and non-technical support to customers via email, chat, and phone.
• Troubleshoot and resolve customer issues related to our client's products and services in a timely and efficient manner.
• Accurately document customer interactions, issues, and resolutions within the company's ticketing system.
• Develop and maintain a comprehensive understanding of our client's offerings to provide informed support.
• Contribute to the creation and updating of knowledge base articles and customer-facing documentation.
• Identify patterns in customer inquiries and provide feedback to relevant teams for product or service improvements.
• Ensure a positive and professional customer experience throughout every interaction.
• Collaborate with internal teams to resolve complex customer problems.

Requirements

• Previous experience in a customer support or helpdesk role is essential.
• Strong technical aptitude and ability to troubleshoot software-related issues.
• Excellent written and verbal communication skills, with a friendly and professional tone.
• Proficiency in using helpdesk software and standard office productivity tools.
• Ability to work independently, manage time effectively, and meet performance targets in a remote environment.
• A strong customer-centric focus with a passion for problem-solving.
• High school diploma or equivalent; further education or relevant certifications are a plus.
• Must be comfortable and equipped for a fully remote work arrangement, with reliable internet service.
• This role is based remotely, with proximity to **Stellenbosch, Western Cape** considered an advantage for potential future needs.

Benefits

• Fully remote employment opportunity.
• Competitive salary package.
• Comprehensive medical, dental, and optical insurance.
• Generous vacation and paid time off policy.
• Opportunities for professional development and skill enhancement.
• Retirement savings plan.
• Employee discounts on company products/services.