Remote Customer Support Specialist – Tech Troubleshooter

Placements24; Pietermaritzburg; Hybrid; ZAR 201,000 - 268,000; Full time

Benefits offered by this job

Competitive salary

Remote work infrastructure support

Career development

Work-from-home flexibility

Collaborative remote team

Innovation and customer satisfaction

Job summary

Placements24 is seeking a Remote Customer Support Specialist to assist clients across South Africa from home. You will resolve inquiries, troubleshoot issues, and guide users through features with empathy and clear communication.

The role emphasizes timely responses via phone, email, and chat, accurate CRM documentation, and adherence to policies while contributing to knowledge base improvements.

Qualifications

• Proven experience in a customer service or helpdesk role.
• Excellent verbal and written communication in English and at least one other SA official language.
• Strong understanding of CRM software and helpdesk ticketing systems.
• Ability to work independently in a remote setting.
• Empathy and patience when dealing with customers.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Troubleshoot and resolve technical and non-technical issues efficiently.
• Educate customers on product features and best practices.
• Document all customer interactions and resolutions in the CRM system.
• Escalate complex issues to senior support staff when necessary.
• Contribute to the knowledge base by creating support articles.
• Identify trends in customer issues and provide feedback to product teams.
• Maintain high customer satisfaction through effective problem-solving and clear communication.
• Adhere to company policies and procedures at all times.
• Collaborate with team members to share best practices and improve service delivery.

Skills

Customer service

Helpdesk experience

CRM proficiency

Education

National Senior Certificate

Tools

CRM software / helpdesk systems

Job description

Placements24 is seeking a Remote Customer Support Specialist to assist clients across South Africa from home. You will resolve inquiries, troubleshoot issues, and guide users through features with empathy and clear communication.

The role emphasizes timely responses via phone, email, and chat, accurate CRM documentation, and adherence to policies while contributing to knowledge base improvements.