Remote Tier 2 Technical Support Specialist

Placements24

Johannesburg

Hybrid

ZAR 420,000 - 660,000

Full time

10 days ago

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Benefits offered by this job

Bonuses

Fully remote

Health insurance

Professional development

Paid time off

Remote team culture

Career advancement

Job summary

Placements24 is seeking a Remote Tier 2 Customer Support Specialist to join a globally distributed team. You will provide advanced technical support, troubleshoot complex issues, and escalate to engineering when needed, while maintaining thorough CRM records and contributing to knowledge bases.

You will be the go-to expert for intricate inquiries, helping customers succeed with our software and driving high satisfaction.

Qualifications

Experience in Tier 2 or higher technical support.
Strong knowledge of software applications, operating systems, and networks.
Excellent troubleshooting and problem-solving skills.
Able to explain technical concepts to non-technical audiences.
Proficient with CRM/helpdesk tools such as Zendesk or Salesforce.

Responsibilities

Provide advanced technical support to customers via phone, email and chat.
Diagnose, troubleshoot, and resolve software-related problems and escalate when needed.
Maintain detailed records of customer interactions in the CRM system.
Develop and update knowledge base articles and guides.
Collaborate with Tier 1 support to ensure smooth escalation and knowledge transfer.
Identify recurring issues and provide feedback to product development.
Assist in training Tier 1 staff on technical aspects and troubleshooting.
Ensure adherence to SLAs and customer support metrics.
Proactively communicate issue status and timelines to customers.
Contribute to continuous improvement of support processes and tools.