Remote Customer Support Specialist (Tier 2)

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

Benefits offered by this job

Competitive salary

Medical insurance

Remote-friendly hours

Training & certifications

Global team

Job summary

Placements24 is seeking an experienced Remote Customer Support Specialist (Tier 2) to provide advanced technical assistance to a global customer base. This fully remote role requires strong troubleshooting, problem-solving, and collaboration with engineering teams to resolve complex issues from a home office.

You will escalate from Tier 1, document solutions, and contribute to knowledge bases while maintaining high customer satisfaction.

Qualifications

• Minimum 3 years of experience in a technical customer support role.

Responsibilities

• Provide in-depth technical support and troubleshooting for complex customer issues escalated from Tier 1.
• Analyze customer problems, identify root causes, and develop effective solutions.
• Collaborate with engineering and product development teams to report bugs and suggest product improvements.
• Document technical solutions, troubleshooting guides, and knowledge base articles.
• Manage and prioritize multiple complex support tickets simultaneously.
• Ensure timely and effective resolution of customer issues, maintaining high satisfaction rates.

Job description

About the Role

Our client is seeking an experienced and technically proficient Remote Customer Support Specialist (Tier 2) to provide advanced support to their customer base. This critical role involves troubleshooting complex technical issues, identifying root causes, and implementing effective solutions. You will act as a point of escalation for Tier 1 support and work closely with engineering teams to resolve challenging problems. This is a fully remote position, offering the chance to make a significant impact from your home office. You will be instrumental in maintaining high levels of customer satisfaction by resolving intricate issues with expertise and efficiency, contributing to a globally distributed support infrastructure.

Key Responsibilities

• Provide in-depth technical support and troubleshooting for complex customer issues escalated from Tier 1.
• Analyze customer problems, identify root causes, and develop effective solutions.
• Collaborate with engineering and product development teams to report bugs and suggest product improvements.
• Document technical solutions, troubleshooting guides, and knowledge base articles.
• Manage and prioritize multiple complex support tickets simultaneously.
• Ensure timely and effective resolution of customer issues, maintaining high satisfaction rates.

Requirements

• Minimum 3 years of experience in a technical customer support role, with a focus on Tier 2 or higher.
• Strong troubleshooting skills for software applications, databases, and/or network issues.
• Experience working with remote support tools and ticketing systems (e.g., Zendesk, JIRA).
• Excellent analytical and problem-solving abilities.
• Clear and concise written and verbal communication skills, essential for remote collaboration.
• Ability to work autonomously and manage workload effectively in a remote setting.

Benefits

• Competitive salary and performance bonuses.
• Comprehensive medical, dental, and vision insurance.
• Flexible remote working hours and environment.
• Opportunities for advanced technical training and certifications.
• A dynamic and collaborative global team culture.