Remote Technical Support Specialist

Placements24; Benoni; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary package

Health insurance

Life assurance

Performance bonuses

Job summary

Placements24 is seeking a dedicated Customer Support Representative to join our remote team. You will assist customers with inquiries and troubleshoot issues related to our software products, guiding them to solutions with clear communication.

In this role, you will document interactions in the CRM, contribute to knowledge bases, and stay updated on product features. A patient, customer-centric attitude and strong technical understanding are essential for success.

Qualifications

• 2+ years in customer support or helpdesk, preferably in a technical environment.
• Strong understanding of software applications and troubleshooting methodologies.
• Excellent verbal and written communication skills.
• Patience, empathy, and a customer-centric attitude.
• Ability to work independently and manage time effectively in a remote setting.
• Proficiency with CRM software and helpdesk ticketing systems.
• A strong willingness to learn and adapt to new technologies.
• High school diploma or equivalent; a technical certification is a plus.

Responsibilities

• Respond to customer inquiries via phone, email, and chat, providing accurate and timely solutions.
• Troubleshoot software-related issues, guiding customers through resolution steps.
• Escalate complex technical problems to the appropriate support tiers.
• Document customer interactions, issues, and resolutions in the CRM system.
• Contribute to the creation and maintenance of the customer knowledge base.
• Identify customer needs and feedback to improve product and service offerings.
• Maintain a high level of customer satisfaction through efficient and empathetic support.
• Stay updated on product features and technical updates.

Skills

Communication skills

Patience and empathy

Time management

Independent work

Willingness to learn

Education

High school diploma or equivalent

Technical certification is a plus

Tools

CRM software

Helpdesk ticketing systems

Job description

Placements24 is seeking a dedicated Customer Support Representative to join our remote team. You will assist customers with inquiries and troubleshoot issues related to our software products, guiding them to solutions with clear communication.

In this role, you will document interactions in the CRM, contribute to knowledge bases, and stay updated on product features. A patient, customer-centric attitude and strong technical understanding are essential for success.