Remote Customer Support Specialist (Tier 2)

Placements24; Upington; Hybrid; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Competitive salary

Remote work

Professional development

Supportive virtual team

Job summary

WhatJobs Direct is seeking a Remote Customer Support Specialist (Tier 2) in South Africa to handle advanced technical inquiries and deliver exceptional customer experiences. This fully remote role requires independent work and proactive collaboration with virtual teams.

You will troubleshoot complex issues, document solutions, and contribute to knowledge bases while maintaining SLA standards and customer satisfaction across channels.

Qualifications

• Must have 3+ years in a Tier 2 or advanced customer support role.
• Strong technical troubleshooting abilities for complex systems.
• Excellent written and verbal communication with empathy and professionalism.

Responsibilities

• Diagnose and resolve complex technical issues via phone, email, and chat.
• Escalate unresolved issues with detailed documentation to senior teams.
• Develop and maintain knowledge base articles and troubleshooting guides.

Skills

Tier 2 support

Technical troubleshooting

Written & verbal communication

CRM software usage

Education

High school diploma

Tools

Zendesk

Salesforce Service Cloud

Job description

About the Role

Our client, WhatJobs Direct, is seeking a highly motivated and experienced Remote Customer Support Specialist (Tier 2) to join their dynamic team. This is a fully remote position, offering the flexibility to work from anywhere within South Africa. You will be instrumental in providing advanced technical support and resolving complex customer inquiries, ensuring an exceptional customer experience. The ideal candidate possesses a deep understanding of customer service principles and a proven ability to troubleshoot and find solutions for challenging issues. This role is crucial to maintaining customer satisfaction and loyalty, acting as a vital link between our clients' technical teams and their valued user base. We are looking for someone who thrives in a remote-first environment and is adept at managing their workload independently while collaborating effectively with colleagues virtually.

Key Responsibilities

• Diagnose and resolve complex technical issues reported by customers via phone, email, and chat.
• Escalate unresolved issues to appropriate departments or senior technicians, providing detailed documentation.
• Develop and maintain comprehensive knowledge base articles and troubleshooting guides.
• Proactively identify trends in customer issues and provide feedback for product or service improvements.
• Guide customers through product features, functionalities, and best practices.
• Ensure timely and accurate logging of all customer interactions and resolutions in the CRM system.
• Participate in team meetings and training sessions to continuously enhance product knowledge and support skills.
• Adhere to established service level agreements (SLAs) and quality standards.

Requirements

• Proven experience (minimum 3 years) in a Tier 2 or advanced customer support role.
• Strong technical aptitude and troubleshooting skills, with the ability to understand complex systems.
• Excellent communication skills, both written and verbal, with a professional and empathetic tone.
• Proficiency in using CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work independently, manage time effectively, and meet performance metrics in a remote setting.
• Experience in a remote work environment is highly desirable.
• A stable internet connection and a dedicated, quiet workspace are mandatory for this remote position.
• High school diploma or equivalent; further technical certifications are a plus.

Benefits

• This role offers a competitive salary package, comprehensive remote work infrastructure support, and opportunities for professional development.
• You will be part of a supportive and collaborative virtual team, with access to ongoing training and skill enhancement programs.
• WhatJobs Direct is committed to fostering a positive work-life balance for all its employees.
• Enjoy the freedom and flexibility that comes with a truly remote position, without compromising on career growth or team integration.
• Opportunities for advancement within the customer support and technical operations departments are available for high-performing individuals.
• Join a company that values its employees and invests in their success.