Remote Customer Support Specialist - Upington

Placements24; Free State; Hybrid; ZAR 180,000 - 360,000; Full time

Benefits offered by this job

Health insurance

Retirement savings

Online training

Flexible hours

Annual bonus

Career progression

Job summary

Placements24 is seeking a Customer Support Specialist for a fully remote position. You will serve as the primary contact for customers, handling inquiries, troubleshooting, and guiding users through product features.

The role emphasizes empathetic, clear communication and problem-solving in a virtual environment. You will work across email, chat, and phone, maintaining records, gathering feedback, and collaborating with Technical Support and Product teams to improve services.

Qualifications

• Proven experience in a customer support or client service role, preferably in a tech or digital environment.
• Excellent written and verbal communication skills, with a clear and concise tone.
• Strong problem-solving abilities and technical aptitude.
• Experience with SaaS products is a significant advantage.
• Ability to work independently and adapt to a remote setting.

Responsibilities

• Provide timely and professional customer support via email, chat, and phone.
• Resolve customer inquiries, technical issues, and complaints effectively.
• Assist users with onboarding, feature utilization, and troubleshooting.
• Maintain accurate records of customer interactions and resolutions in the support system.
• Gather customer feedback to identify areas for product and service improvement.
• Collaborate with internal teams to address complex issues.
• Contribute to customer-facing knowledge base articles.
• Ensure adherence to SLAs.

Skills

Excellent communication

Empathetic

Problem-solving

Technical aptitude

Remote work discipline

Tools

Zendesk

Intercom

CRM systems

Job description

About the Role

Our client, a pioneer in innovative digital solutions, is actively seeking a highly motivated Customer Support Specialist for a fully remote position. This role is crucial for providing exceptional online customer assistance, ensuring client satisfaction and seamless user experiences. You will be the primary point of contact for customers, addressing inquiries, troubleshooting issues, and guiding them through product functionalities. The ideal candidate possesses outstanding communication skills, a patient and empathetic demeanor, and a strong aptitude for problem-solving in a virtual environment. This is a fantastic opportunity to build a career with a forward-thinking company that embraces remote work and values its employees. You will contribute directly to client retention by delivering high-quality support and identifying opportunities for service enhancement. Your ability to manage multiple communication channels efficiently will be paramount to your success in this dynamic role. The company culture is collaborative and supportive, even in a remote setting, fostering growth and professional development for its team members. You will be instrumental in maintaining the company's reputation for excellent customer care.

Key Responsibilities

Provide timely and professional customer support via email, chat, and phone. Resolve customer inquiries, technical issues, and complaints effectively. Assist users with onboarding, feature utilization, and troubleshooting. Maintain accurate records of customer interactions and resolutions in the support system. Gather customer feedback to identify areas for product and service improvement. Collaborate with internal teams (e.g., Technical Support, Product Development) to address complex issues. Contribute to the creation and maintenance of customer-facing knowledge base articles. Ensure adherence to company service level agreements (SLAs).

Requirements

Proven experience in a customer support or client service role, preferably in a tech or digital environment. Excellent written and verbal communication skills, with a clear and concise tone. Strong problem-solving abilities and technical aptitude. Proficiency with customer support software (e.g., Zendesk, Intercom) and CRM systems. Ability to work independently and manage time effectively in a remote setting. High level of empathy, patience, and a customer-centric mindset. Must have a dedicated home office space and a reliable, high-speed internet connection. Experience with SaaS products is a significant advantage. Adaptability and willingness to learn new technologies and processes.

Benefits

This fully remote position offers a competitive annual salary of R . Our client provides a comprehensive benefits package, including health insurance and opportunities for retirement savings. Employees benefit from ongoing professional development, including access to online training and workshops designed for remote teams. Enjoy the flexibility and autonomy of working from home while being part of a dynamic and supportive team. This role is ideal for self-motivated individuals seeking a rewarding career in customer support. The company actively promotes a healthy work-life balance and offers flexible working hours. Additional benefits include an annual performance bonus and potential for career advancement into leadership roles.