Remote Customer Support Specialist (Tier 2)

Placements24; Soweto; À distance; ZAR 300 000 - 480 000; Plein temps

Avantages offerts par ce poste

Company laptop

Home office stipend

Annual bonuses

Résumé du poste

Placements24 is seeking a skilled Remote Customer Support Specialist (Tier 2) to join its fully remote support team. You will handle advanced troubleshooting for enterprise software, acting as a critical escalation point to ensure client satisfaction and system stability.

In this remote-first role, you will analyze logs, reproduce issues in test environments, and collaborate with product development and engineering to resolve defects, while maintaining clear communication with enterprise clients

Qualifications

• Tier 2 or advanced technical support experience with enterprise software.
• Strong troubleshooting methodologies; OS Windows Server & Linux; SQL; networks.
• Proficiency with remote support tools and ticketing systems (ServiceNow, Jira).
• Excellent written and verbal communication; able to explain complex issues clearly.
• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.

Responsabilités

• Provide Tier 2 technical support for complex software issues escalated from Tier 1.
• Diagnose, troubleshoot, and resolve advanced software, system, and network problems for enterprise clients.
• Analyze logs, error messages, and system behavior to identify root causes.
• Communicate technical solutions and workarounds to clients and internal teams.
• Reproduce customer issues in a test environment to identify defects and verify fixes.
• Document technical solutions and best practices for complex issues.
• Collaborate with product development, engineering, and QA to report and resolve defects.
• Manage client expectations and provide updates on investigations.
• Contribute to improving support processes and tools for efficiency.
• Maintain high product expertise and stay current with updates and features.

Connaissances

Tier 2 support

Advanced troubleshooting

Windows & Linux

SQL databases

Networking protocols

Remote support tools

Ticketing systems

SaaS experience

Strong communication

Formation

Bachelor's degree in CS/IT or related

Outils

ServiceNow

Jira

Diagnostic software

Description du poste

About the Role

Our client, a rapidly growing software company specializing in enterprise solutions, is seeking a skilled and experienced Remote Customer Support Specialist (Tier 2) to join their fully remote support team. This role requires advanced troubleshooting capabilities to resolve complex technical issues reported by our enterprise clients. You will be a critical escalation point, providing in-depth technical assistance and ensuring client satisfaction and system stability. As a remote-first organization, we are committed to fostering a collaborative, efficient, and supportive virtual work environment. If you possess a deep understanding of software systems and thrive on solving challenging technical problems from home, this is the perfect opportunity for you. You will be empowered to analyze intricate issues and provide expert solutions, directly impacting our clients' ability to leverage our software effectively.

Key Responsibilities

• Provide Tier 2 technical support for complex software issues escalated from Tier 1 support.
• Diagnose, troubleshoot, and resolve advanced software, system, and network-related problems for enterprise clients.
• Analyze logs, error messages, and system behavior to identify root causes of issues.
• Communicate technical solutions and workarounds clearly to clients and internal teams.
• Reproduce customer issues in a test environment to identify defects and verify fixes.
• Document technical solutions, knowledge base articles, and best practices for complex issues.
• Collaborate with product development, engineering, and quality assurance teams to report and resolve software defects.
• Manage client expectations and provide regular updates on the status of complex investigations.
• Contribute to improving support processes and tools to enhance efficiency and client satisfaction.
• Maintain a high level of product expertise and stay current with software updates and features.

Requirements

• Proven experience in a Tier 2 or advanced technical support role, preferably supporting enterprise software.
• In-depth knowledge of software troubleshooting methodologies and tools.
• Strong understanding of operating systems (Windows Server, Linux), databases (SQL), and network protocols.
• Excellent analytical, problem-solving, and critical thinking skills.
• Exceptional written and verbal communication skills, with the ability to explain complex technical issues effectively.
• Proficiency with remote support tools, ticketing systems (e.g., ServiceNow, Jira), and diagnostic software.
• Ability to work independently and manage time effectively in a fully remote setting.
• Experience in SaaS environments is highly desirable.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• A proactive approach to learning and staying updated with technology trends.

Benefits

Our client offers a competitive salary and a comprehensive benefits package designed for remote employees, including private medical insurance, a generous retirement savings plan, and annual performance bonuses. We provide a company-issued laptop and a stipend to cover home office and internet expenses. Opportunities for professional growth are extensive, with access to advanced technical training, certifications, and virtual conferences. You'll be part of a global, innovative company culture that prioritizes work-life balance and offers a truly flexible and rewarding career path, working entirely remotely from your location in South Africa.