Remote Tier 2 Support Specialist | Advanced Tech Help

Placements24; Mossel Bay; Hybrid; ZAR 320,000 - 520,000; Full time

Benefits offered by this job

Competitive salary

Fully remote work arrangement

Medical and dental insurance

Generous annual leave

Paid parental leave

Learning & certifications

Company-provided equipment

Job summary

WhatJobs Direct is seeking a skilled Remote Customer Support Specialist - Tier 2 to handle complex inquiries and technical issues from a fully remote location in South Africa. You will work with Tier 1 and cross-functional teams to improve support processes and customer satisfaction.

The role requires 3–5 years in Tier 2 or higher support, strong troubleshooting, and excellent communication. A remote-first environment offers autonomy, learning opportunities, and a collaborative culture.

Qualifications

• Minimum of 3–5 years in a Tier 2 or advanced customer support role.
• Proven ability to troubleshoot complex technical issues across software and hardware.
• Excellent communication, analytical, and problem-solving skills.

Responsibilities

• Investigate, diagnose, and resolve advanced technical and product-related issues escalated from Tier 1.
• Provide in-depth support via email, chat, and phone with clear communication.
• Collaborate with engineering and product teams to identify root causes and implement solutions.
• Develop and update advanced troubleshooting guides and knowledge base articles.
• Train Tier 1 agents on complex problem solving and product knowledge.
• Analyze support trends and provide feedback to product development.

Skills

Tier 2 support

Technical troubleshooting

CRM proficiency

Communication

Independent work

Tools

CRM software

Support ticketing systems

Job description

WhatJobs Direct is seeking a skilled Remote Customer Support Specialist - Tier 2 to handle complex inquiries and technical issues from a fully remote location in South Africa. You will work with Tier 1 and cross-functional teams to improve support processes and customer satisfaction.

The role requires 3–5 years in Tier 2 or higher support, strong troubleshooting, and excellent communication. A remote-first environment offers autonomy, learning opportunities, and a collaborative culture.