Remote Customer Support Agent (Tier 2)

Placements24; Paarl; Hybrid; ZAR 240,000 - 420,000; Full time

Benefits offered by this job

Fully remote work

Health benefits

Paid time off

Job summary

Placements24 is hiring a Remote Customer Support Agent (Tier 2) to join our fully remote support team in South Africa. The role focuses on advanced technical assistance for escalated issues, with a stable internet connection and a conducive home office.

You will diagnose complex problems, provide step-by-step resolutions, and collaborate with Tier 1, engineering, and product teams to improve processes. A strong support background and excellent communication are essential.

Qualifications

• Strong analytical, communication and problem solving abilities.
• Proven background in technical support.
• Experience with troubleshooting complex issues.
• Ability to work independently in a remote setting.
• Technical certifications are a plus.

Responsibilities

• Handle escalated inquiries requiring in-depth technical knowledge.
• Diagnose and resolve complex technical issues related to software, hardware, or services.
• Provide detailed troubleshooting steps via phone, email or chat.
• Collaborate with Tier 1 and other teams to share knowledge.
• Document solutions and troubleshooting guides in the knowledge base.
• Maintain customer satisfaction with empathetic communication.

Skills

Analytical skills

Communication

Technical support

Problem-solving

Education

High school diploma

Tools

CRM software

Remote diagnostic tools

Ticketing systems

Job description

About the Role

Our client is seeking an experienced and highly capable Remote Customer Support Agent (Tier 2) to join their fully remote support team. This role is dedicated to providing advanced technical assistance and resolving complex customer issues that cannot be handled by frontline support. As a Tier 2 agent, you will delve deeper into technical problems, utilizing your expertise to find effective and efficient solutions. This is a fully remote position, offering the flexibility to work from anywhere in South Africa, provided you have a stable internet connection and a conducive work environment. The ideal candidate possesses strong analytical skills, excellent communication abilities, and a proven background in technical support. You will be a critical part of ensuring our customers receive exceptional service, even when facing challenging technical hurdles. This is an outstanding opportunity to leverage your skills in a remote-first setting, working with a supportive team committed to customer satisfaction and product excellence. Your contributions will directly impact the customer's experience and reinforce our client's reputation for reliable support. Join us and help us provide world-class assistance to our growing customer base, all from the convenience of your home.

Key Responsibilities

• Handle escalated customer support inquiries that require in-depth technical knowledge.
• Diagnose and resolve complex technical issues related to software, hardware, or services.
• Provide detailed troubleshooting steps and solutions to customers via phone, email, or chat.
• Collaborate with Tier 1 support agents to share knowledge and best practices.
• Work closely with engineering and product teams to identify root causes of issues and suggest improvements.
• Document technical solutions, workarounds, and troubleshooting guides in the knowledge base.
• Manage customer expectations and provide regular updates on issue resolution progress.
• Identify recurring issues and trends, providing feedback for product enhancements and support process improvements.
• Maintain a high level of customer satisfaction through expert problem-solving and empathetic communication.
• Contribute to the development of training materials for Tier 1 support staff.

Requirements

• Minimum of 3 years of experience in a technical support role, with at least 1 year in a Tier 2 or equivalent capacity.
• In-depth knowledge of troubleshooting methodologies and common technical issues.
• Proficiency in using support ticketing systems and remote diagnostic tools.
• Excellent problem-solving, analytical, and critical thinking skills.
• Strong written and verbal communication skills, with the ability to explain complex technical concepts clearly.
• Ability to work independently and manage time effectively in a fully remote setting.
• Experience with (mention specific relevant technologies, e.g., CRM, cloud platforms, specific software) is highly desirable.
• High school diploma or equivalent; technical certifications are a plus.
• A dedicated home office setup with reliable high-speed internet.

Benefits

• Competitive salary commensurate with experience.
• Fully remote work arrangement.
• Opportunities for professional growth and advanced technical training.
• Comprehensive health and wellness benefits.
• Generous paid time off and holidays.
• Supportive team environment focused on collaboration.
• Exposure to cutting-edge technologies.
• Career advancement opportunities within a growing company.