Remote Customer Support Associate - Tier 1

Placements24; Gqeberha; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Professional development

Job summary

Placements24 is seeking a dedicated Remote Customer Support Associate to join our growing team. This fully remote role provides Tier 1 support to users, handling inquiries, guiding product usage, and resolving common issues from home.

You will be the first point of contact, need excellent communication, patience, and a proactive mindset. Salary is competitive with benefits including health insurance, paid time off, and opportunities for professional development in a collaborative, remote work

Qualifications

• Experience in a customer service role is preferred.
• Strong verbal and written communication skills.
• Comfortable navigating software applications and learning new technologies.
• Able to work independently and stay productive in a remote setting.

Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Provide clear guidance on product usage and basic troubleshooting steps.
• Identify customer needs, clarify information, research when needed, and offer solutions.
• Escalate unresolved issues to Tier 2 or other departments per procedures.
• Maintain accurate records of interactions and resolutions in the CRM system.
• Contribute to the knowledge base by documenting common issues and solutions.
• Adhere to SLAs for response and resolution times.

Skills

Excellent communication

Problem solving

Tech savvy

Remote work readiness

Education

High school diploma

Job description

About the Role

Our client, a leading provider of innovative software solutions, is expanding its remote customer support team and is looking for a dedicated Remote Customer Support Associate to join us. This role is fully remote, allowing you to work from the comfort of your own home while providing essential Tier 1 support to our users. You will be the first point of contact for customers, handling inquiries, troubleshooting common issues, and guiding users through our platform's features. We are seeking individuals with exceptional communication skills, a passion for helping others, and a strong aptitude for technology. This is an excellent opportunity to build your career in customer support with a company that embraces remote work and values its employees. Join a supportive team environment where your contributions directly impact customer satisfaction and loyalty.

Key Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Provide clear and concise guidance on product usage and basic troubleshooting steps.
• Identify customer needs, clarify information, research if necessary, and provide solutions or alternatives.
• Escalate unresolved issues to Tier 2 support or other relevant departments as per established procedures.
• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
• Contribute to the knowledge base by documenting common issues and solutions.
• Adhere to service level agreements (SLAs) for response and resolution times.
• Proactively identify opportunities to improve the customer support process.
• Collaborate effectively with team members and other departments in a remote setting.

Requirements

• Previous experience in a customer service or support role is highly desirable.
• Excellent verbal and written communication skills, with a clear and friendly tone.
• Strong problem-solving abilities and attention to detail.
• Comfortable using computers, navigating software applications, and learning new technologies quickly.
• Ability to work independently, manage time effectively, and maintain productivity in a remote environment.
• High school diploma or equivalent required; some college education or a relevant certification is a plus.
• Reliable internet connection and a dedicated, quiet workspace.
• Empathy and patience when dealing with customers.
• Must be legally eligible to work remotely and reside within a suitable timezone for collaboration.

Benefits

This is a fully remote position offering significant flexibility. Our client provides a competitive salary, comprehensive health insurance, and opportunities for professional development, including access to online training platforms and certifications. You'll be part of a collaborative and inclusive remote team culture that values communication and mutual support. Paid time off and other standard benefits are included. This role offers the chance to gain valuable experience in a growing tech company while enjoying the benefits of a remote work lifestyle. We are committed to fostering employee growth and providing a stable, rewarding career path.