Remote Customer Support Specialist - Tier 2

Placements24; Mossel Bay; Hybrid; ZAR 320,000 - 520,000; Full time

Benefits offered by this job

Competitive salary

Fully remote work arrangement

Medical and dental insurance

Generous annual leave

Paid parental leave

Learning & certifications

Company-provided equipment

Job summary

WhatJobs Direct is seeking a skilled Remote Customer Support Specialist - Tier 2 to handle complex inquiries and technical issues from a fully remote location in South Africa. You will work with Tier 1 and cross-functional teams to improve support processes and customer satisfaction.

The role requires 3–5 years in Tier 2 or higher support, strong troubleshooting, and excellent communication. A remote-first environment offers autonomy, learning opportunities, and a collaborative culture.

Qualifications

• Minimum of 3–5 years in a Tier 2 or advanced customer support role.
• Proven ability to troubleshoot complex technical issues across software and hardware.
• Excellent communication, analytical, and problem-solving skills.

Responsibilities

• Investigate, diagnose, and resolve advanced technical and product-related issues escalated from Tier 1.
• Provide in-depth support via email, chat, and phone with clear communication.
• Collaborate with engineering and product teams to identify root causes and implement solutions.
• Develop and update advanced troubleshooting guides and knowledge base articles.
• Train Tier 1 agents on complex problem solving and product knowledge.
• Analyze support trends and provide feedback to product development.

Skills

Tier 2 support

Technical troubleshooting

CRM proficiency

Communication

Independent work

Tools

CRM software

Support ticketing systems

Job description

About the Role

Our client, WhatJobs Direct, is seeking a highly skilled and dedicated Remote Customer Support Specialist - Tier 2 to join their fully remote, customer-centric team. This critical role involves handling more complex customer inquiries and technical issues that have been escalated from Tier 1 support. You will be a key player in resolving challenging problems, ensuring customer satisfaction, and contributing to the continuous improvement of our support processes. As a remote-first company, we provide the tools, technology, and support necessary for you to excel from the comfort of your home office, anywhere in South Africa . This is an exceptional opportunity for an experienced support professional looking to advance their career in a flexible, forward-thinking organization. We pride ourselves on our collaborative culture and our commitment to employee growth and well-being, making this an ideal role for those who value autonomy and impact.

Key Responsibilities

• Investigate, diagnose, and resolve advanced technical and product-related customer issues escalated from Tier 1 support.
• Provide in-depth support via email, chat, and phone, ensuring clear and concise communication.
• Collaborate with engineering and product teams to identify root causes of complex issues and implement solutions.
• Develop and update advanced troubleshooting guides and knowledge base articles for both internal teams and customers.
• Train and mentor Tier 1 support agents on complex problem-solving techniques and product knowledge.
• Analyze support trends and provide feedback to product development for potential improvements.
• Manage customer expectations effectively while working towards resolution.
• Ensure adherence to all service level agreements (SLAs) for escalated issues.
• Maintain detailed records of support interactions, troubleshooting steps, and resolutions in the CRM system.
• Contribute to departmental goals by achieving performance metrics for resolution time and customer satisfaction.

Requirements

• Minimum of 3-5 years of experience in a Tier 2 or advanced customer support role.
• Proven ability to troubleshoot complex technical issues across software and hardware.
• Excellent communication, analytical, and problem-solving skills.
• Proficiency with CRM software and support ticketing systems.
• Experience working in a fully remote environment with a reliable internet connection and dedicated workspace.
• Ability to work independently, manage priorities, and meet deadlines without direct supervision.
• Strong understanding of product functionalities and common user challenges.
• Experience in customer advocacy and relationship management.
• A proactive approach to identifying and resolving issues before they impact customers.
• Must be based in South Africa and eligible to work.

Benefits

• Competitive salary and performance-based bonuses.
• Fully remote work arrangement from anywhere in South Africa .
• Comprehensive medical and dental insurance.
• Generous annual leave allowance.
• Paid parental leave.
• Opportunities for continuous learning and professional certifications.
• Access to advanced remote collaboration tools.
• Supportive management and a strong team culture.
• Retirement savings plan.
• Company-provided equipment.