Remote Senior Customer Support Specialist

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

Benefits offered by this job

Health insurance

Paid time off

Learning opportunities

Remote work

Retirement plan

Bonuses

Home office stipend

Job summary

Placements24 is seeking a Remote Senior Customer Support Specialist to join a leading digital solutions company. The role is fully remote within South Africa and focuses on expert technical assistance, complex issue resolution, and knowledge-base development.

You will lead support for escalated inquiries, train junior staff, and work with product and engineering teams to drive improvements while maintaining high customer satisfaction and loyalty.

Qualifications

• Minimum 5 years in a customer support or helpdesk role.
• Two or more years in a senior or lead capacity.
• Excellent English verbal and written communication.
• Proven experience with remote customer support and CRM/ticketing systems.

Responsibilities

• Provide expert-level technical support via phone, email and chat.
• Diagnose and resolve complex customer issues, escalate when needed.
• Maintain accurate records in the CRM system.
• Create and deliver training materials for junior staff.
• Collaborate with product and engineering teams on trends and improvements.
• Act as a subject matter expert for company products.

Skills

Customer support

Remote work

Communication

Time management

Problem solving

Education

IT certifications (preferred)

Tools

Salesforce

Zendesk

CRM software

Ticketing systems

Job description

About the Role

Our client, a leading innovator in digital solutions, is seeking a highly motivated and experienced Remote Senior Customer Support Specialist to join their dynamic team. This is a fully remote, permanent position offering the flexibility to work from anywhere within South Africa . You will be instrumental in providing exceptional technical assistance and resolving complex customer inquiries, ensuring a seamless experience for our diverse client base. This role is crucial for maintaining customer satisfaction and loyalty, acting as a primary point of contact for escalated issues and contributing to the continuous improvement of support processes. The ideal candidate possesses a deep understanding of customer service principles, excellent communication skills, and a proactive approach to problem-solving. Join a forward-thinking company that values its employees and offers significant opportunities for professional growth and development in a fully remote environment.

Key Responsibilities

• Provide expert-level technical support and troubleshooting for a wide range of customer issues via phone, email, and chat.
• Investigate, diagnose, and resolve complex customer problems, escalating to other departments when necessary.
• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
• Develop and deliver training materials and best practices to junior support staff.
• Collaborate with product and engineering teams to identify trends, suggest product improvements, and resolve recurring issues.
• Act as a subject matter expert on company products and services, offering insights and solutions to customers.
• Proactively identify opportunities to enhance the customer experience and improve support efficiency.
• Ensure all customer communications are handled professionally, efficiently, and with empathy.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Monitor customer feedback and proactively address any concerns to ensure high levels of satisfaction.

Requirements

• A minimum of 5 years of experience in a customer support or technical helpdesk role, with at least 2 years in a senior or lead capacity.
• Proven experience providing remote customer support, demonstrating strong self-discipline and time management skills.
• Excellent verbal and written communication skills in English, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency in using CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
• Strong analytical and problem-solving abilities, with a meticulous attention to detail.
• Ability to work independently and as part of a distributed team, demonstrating initiative and a strong work ethic.
• Familiarity with common operating systems and software applications.
• A passion for customer service and a genuine desire to help others succeed.
• Must have a stable internet connection and a dedicated home office space conducive to remote work.
• Relevant certifications in IT support or customer service are a plus.

Benefits

• Competitive annual salary of ZAR .
• Comprehensive health insurance coverage.
• Generous paid time off and holiday schedule.
• Opportunities for continuous learning and professional development, including access to online courses and certifications.
• A collaborative and supportive remote work culture.
• Retirement savings plan with company matching.
• Performance-based bonuses and incentives.
• Home office setup stipend.
• Employee assistance program for mental and emotional well-being.
• Regular virtual team-building activities and social events.