Remote Customer Support Specialist - Tier 2

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

Benefits offered by this job

Bonuses

Fully remote

Health insurance

Professional development

Paid time off

Remote team culture

Career advancement

Job summary

Placements24 is seeking a Remote Tier 2 Customer Support Specialist to join a globally distributed team. You will provide advanced technical support, troubleshoot complex issues, and escalate to engineering when needed, while maintaining thorough CRM records and contributing to knowledge bases.

You will be the go-to expert for intricate inquiries, helping customers succeed with our software and driving high satisfaction.

Qualifications

• Experience in Tier 2 or higher technical support.
• Strong knowledge of software applications, operating systems, and networks.
• Excellent troubleshooting and problem-solving skills.
• Able to explain technical concepts to non-technical audiences.
• Proficient with CRM/helpdesk tools such as Zendesk or Salesforce.

Responsibilities

• Provide advanced technical support to customers via phone, email and chat.
• Diagnose, troubleshoot, and resolve software-related problems and escalate when needed.
• Maintain detailed records of customer interactions in the CRM system.
• Develop and update knowledge base articles and guides.
• Collaborate with Tier 1 support to ensure smooth escalation and knowledge transfer.
• Identify recurring issues and provide feedback to product development.
• Assist in training Tier 1 staff on technical aspects and troubleshooting.
• Ensure adherence to SLAs and customer support metrics.
• Proactively communicate issue status and timelines to customers.
• Contribute to continuous improvement of support processes and tools.

Skills

Technical Support

Troubleshooting

Customer service

Communication

Time management

Remote work

Education

Bachelor's degree or equivalent

Tools

Zendesk

Salesforce

Job description

Our client, a leading provider of innovative software solutions, is seeking a dedicated and highly skilled Remote Customer Support Specialist (Tier 2) to join their globally distributed team. This is a fully remote position, offering the flexibility to work from anywhere. You will be responsible for providing advanced technical support to customers, troubleshooting complex issues, and ensuring a high level of customer satisfaction. The ideal candidate will possess exceptional problem-solving abilities, a strong technical aptitude, and excellent communication skills. You will act as a crucial point of escalation for Tier 1 support, delving deep into technical challenges to find effective resolutions. This role demands a proactive approach to customer service and a commitment to delivering outstanding support. You will be the go-to expert for intricate customer inquiries, working diligently to resolve them promptly and efficiently. We are looking for individuals who are passionate about technology and dedicated to helping customers succeed with our products. Your contributions will directly impact customer retention and loyalty.

Key Responsibilities

• Provide advanced technical support to customers via phone, email, and chat, addressing complex inquiries and issues.
• Diagnose, troubleshoot, and resolve software-related problems, escalating to engineering teams when necessary.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Develop and update knowledge base articles, FAQs, and troubleshooting guides for customers and internal teams.
• Collaborate with Tier 1 support to ensure a smooth escalation process and knowledge transfer.
• Identify recurring issues and provide feedback to product development teams for potential improvements.
• Assist in training and mentoring Tier 1 support staff on technical aspects and troubleshooting techniques.
• Ensure adherence to service level agreements (SLAs) and customer support metrics.
• Proactively communicate with customers regarding issue status and resolution timelines.
• Contribute to the continuous improvement of customer support processes and tools.

Requirements

• Proven experience as a Technical Support Specialist or similar role, with a focus on Tier 2 or higher support.
• Strong understanding of software applications, operating systems, and network fundamentals.
• Excellent troubleshooting and problem-solving skills.
• Exceptional communication, interpersonal, and customer service skills.
• Ability to explain technical concepts clearly to both technical and non-technical audiences.
• Experience with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce).
• Ability to work independently and manage time effectively in a remote work environment.
• A proactive and results-oriented mindset.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Willingness to work flexible hours to accommodate different time zones if required.

Benefits

• Competitive salary and performance-based bonuses.
• Fully remote work arrangement with the flexibility to work from anywhere.
• Opportunity to work with cutting-edge technology solutions.
• Comprehensive health, dental, and vision insurance.
• Professional development and training opportunities to enhance technical skills.
• Generous paid time off and company holidays.
• Collaborative and supportive remote team culture.
• Clear path for career advancement within the support and technical departments.