Remote Tier-2 Technical Support Specialist

Placements24; Gqeberha; Hybrid; ZAR 240,000 - 320,000; Full time

Benefits offered by this job

Remote work

Medical benefits

Dental benefits

Paid time off

Overtime pay

Career training

Job summary

Placements24 is seeking a skilled Customer Support Agent - Tier 2 to join a remote team serving customers in Port Elizabeth. You will handle escalated issues requiring advanced troubleshooting and deep product knowledge to ensure top‑level satisfaction.

As a remote employee, you’ll collaborate with a specialist team, contribute to knowledge bases, and mentor Tier 1 staff on complex topics, with flexible work arrangements and growth opportunities.

Qualifications

• Minimum of 3 years in customer support or helpdesk with at least 1 year in Tier 2.
• Strong technical aptitude and quick learning of new software.
• Excellent problem-solving and analytical abilities.
• Proficiency in using remote support tools and CRM software.
• Outstanding communication and complex issue handling skills.

Responsibilities

• Resolve escalated issues Tier 1 cannot address with expert solutions.
• Conduct in-depth troubleshooting of product functionality and performance.
• Analyze problems, identify root causes, and implement resolutions.
• Document issues and resolutions for the knowledge base.
• Communicate technical information clearly to customers and internal teams.
• Contribute to training materials and mentor Tier 1 staff on advanced topics.

Skills

Excellent communication

Problem-solving

Analytical skills

Tools

CRM software

Remote support tools

Job description

Placements24 is seeking a skilled Customer Support Agent - Tier 2 to join a remote team serving customers in Port Elizabeth. You will handle escalated issues requiring advanced troubleshooting and deep product knowledge to ensure top‑level satisfaction.

As a remote employee, you’ll collaborate with a specialist team, contribute to knowledge bases, and mentor Tier 1 staff on complex topics, with flexible work arrangements and growth opportunities.