Remote Customer Support Specialist - Advanced

Placements24; Vereeniging; Hybrid; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Home office allowance

Career development

Job summary

Placements24 is seeking a Remote Customer Support Specialist – Advanced to provide expert-level technical assistance for our client’s cloud-based solutions from anywhere in South Africa. You will handle complex issues, develop knowledge bases, and collaborate with engineering, product, and sales teams to drive improvements.

The role requires at least 4 years in technical support, strong communication, and autonomous work habits in a remote setting.

Qualifications

• Minimum of 4 years in a technical support or customer service role, with advanced troubleshooting.
• Proven ability to diagnose and resolve complex software and cloud-based service issues.
• Excellent verbal and written communication skills.

Responsibilities

• Deliver expert-level technical assistance and troubleshooting to customers across channels (phone, email, chat).
• Investigate and resolve complex issues related to software and services, including configurations and integrations.
• Act as escalation point for challenging inquiries, providing timely solutions.

Skills

Advanced troubleshooting

Technical support

Excellent communication

Tools

CRM systems

Ticketing platforms

Remote support tools

Job description

About the Role

Our client, a global leader in cloud-based solutions, is seeking a highly skilled and motivated Remote Customer Support Specialist - Advanced to join their dedicated team. This is a fully remote position, allowing you to work from anywhere within South Africa. You will be instrumental in providing exceptional, high-level technical support to our client's diverse customer base, resolving complex issues, and ensuring optimal user experience. The ideal candidate possesses a deep understanding of technical troubleshooting, excellent communication skills, and a proactive approach to problem-solving. This role demands a self-starter who thrives in an independent work environment and is passionate about delivering outstanding customer service. We are committed to creating a flexible and supportive remote-first work culture.

Key Responsibilities

• Deliver expert-level technical assistance and troubleshooting to customers across various channels (phone, email, chat).
• Investigate and resolve complex technical issues related to our client's software and services, including intricate configurations and integration problems.
• Act as a point of escalation for challenging customer inquiries, providing timely and effective solutions.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and user guides.
• Collaborate closely with engineering, product, and sales teams to provide feedback and drive product improvements.
• Proactively identify potential customer issues and provide guidance to prevent future problems.
• Manage customer expectations effectively and ensure a high level of satisfaction throughout the support process.
• Participate in ongoing training to stay abreast of new product features, updates, and industry best practices.
• Contribute to the continuous improvement of support processes and workflows in a remote setting.

Requirements

• Minimum of 4 years of experience in a technical support or customer service role, with a focus on advanced troubleshooting.
• Proven ability to diagnose and resolve complex technical issues with software and cloud-based services.
• Excellent verbal and written communication skills, capable of articulating technical information clearly and concisely.
• Proficiency in using CRM systems, ticketing platforms, and remote support tools.
• Strong analytical and problem-solving skills, with a meticulous attention to detail.
• Ability to work autonomously and manage workload effectively in a fully remote environment.
• A customer-centric mindset with a passion for providing outstanding service.
• Experience with network troubleshooting, system administration, or scripting is a significant advantage.
• A stable internet connection and a dedicated home office setup are required.

Benefits

• Highly competitive salary package commensurate with experience.
• Fully remote work arrangement, offering ultimate flexibility.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holidays.
• Opportunities for career advancement and professional development, including certifications.
• A strong, collaborative, and supportive remote-first company culture.
• Home office equipment allowance.