Remote Customer Support Specialist - Tier 2

Placements24; Centurion; Hybrid; ZAR 420,000 - 600,000; Full time

Benefits offered by this job

Remote work

Private health insurance

Retirement plan

Paid time off

Job summary

Placements24 is seeking a highly skilled Remote Customer Support Specialist (Tier 2) for a pioneering SaaS company. The role is fully remote, home-based, and focuses on resolving complex technical issues for a global customer base.

You will troubleshoot software and systems, document resolutions, and collaborate with engineering to improve products. A minimum of 4 years in technical support and strong communication are required for success in this fast-paced, remote environment.

Qualifications

• Minimum 4 years of experience in technical customer support or helpdesk.
• Experience troubleshooting complex software and systems.
• Excellent written and verbal communication; able to explain technical details clearly.
• Experience working in a remote or distributed team environment.

Responsibilities

• Handle escalated Tier 2 tickets with in-depth technical resolution.
• Diagnose and troubleshoot complex software and system issues.
• Explain technical solutions clearly to customers with varying levels of expertise.
• Collaborate with engineering and product teams to report bugs and suggest improvements.
• Develop and update internal and external knowledge base articles and FAQs.
• Maintain accurate records of customer interactions, issues, and resolutions.
• Participate in on-call rotations to provide timely support.
• Contribute to a collaborative remote team environment through knowledge sharing.
• Ensure support SLAs are met and customer satisfaction remains high.

Skills

Technical troubleshooting

Remote work

Communication skills

Tools

Zendesk Service Desk

Jira Service Desk

Job description

About the Role

Our client, a pioneering SaaS company renowned for its cutting-edge solutions, is seeking a highly skilled and motivated Remote Customer Support Specialist (Tier 2) to join their fully remote team. This is an exceptional opportunity for a seasoned support professional to leverage their expertise in a flexible, home-based environment. You will be the frontline for resolving complex technical issues, ensuring our global customer base receives unparalleled support. This role demands a proactive, analytical, and customer-centric mindset, with a strong emphasis on efficient problem-solving and clear communication. We are committed to fostering a remote-first culture that empowers our employees and encourages continuous learning and professional growth. This position is ideal for an individual who thrives on tackling challenging problems and contributing to customer success from the comfort of their own home office.

Key Responsibilities

• Handle escalated customer support tickets from Tier 1, providing in-depth technical assistance and resolution.
• Diagnose and troubleshoot complex software and system issues, identifying root causes.
• Communicate technical solutions effectively to customers with varying levels of technical expertise.
• Collaborate closely with engineering and product development teams to report bugs, provide feedback, and influence product improvements.
• Develop and update internal and external knowledge base articles, troubleshooting guides, and FAQs.
• Maintain accurate and detailed records of customer interactions, issues, and resolutions in the support system.
• Proactively identify trends in customer issues and suggest process improvements to prevent recurring problems.
• Participate in on-call rotations as needed to provide timely support outside of standard business hours.
• Contribute to a positive and collaborative remote team environment through active participation and knowledge sharing.
• Ensure all support SLAs are met and customer satisfaction levels remain exceptionally high.

Requirements

• Minimum of 4 years of experience in a technical customer support or helpdesk role, with a focus on Tier 2 or higher escalations.
• Demonstrated expertise in troubleshooting complex software applications and systems.
• Excellent written and verbal communication skills, with the ability to explain technical details clearly.
• Proficiency with ticketing systems (e.g., Zendesk, Jira Service Desk) and CRM software.
• Strong analytical and problem-solving capabilities.
• Experience working in a remote or distributed team environment is essential.
• Ability to manage time effectively and prioritize tasks in a self-directed setting.
• Familiarity with SaaS products and cloud-based technologies is highly preferred.
• A proactive, customer-first attitude and a passion for delivering outstanding support.
• Must have a reliable high-speed internet connection and a dedicated home office space.

Benefits

As a fully remote position, our client offers unparalleled flexibility. Employees receive a competitive salary and comprehensive benefits package, including private health insurance, a retirement savings plan, and generous paid time off. We invest in our remote workforce through continuous professional development opportunities, online training resources, and virtual team-building events. This role, while remote, is integral to our operations, and we foster a strong sense of community and belonging among our distributed team members. You'll work with a global team, contributing to impactful projects from anywhere within South Africa.

Further details will be provided upon application.