Senior Customer Support Specialist

Placements24; East London; Hybrid; ZAR 420,000 - 600,000; Full time

Benefits offered by this job

Health benefits

Hybrid work

Career growth

Job summary

Placements24 is seeking a Senior Customer Support Specialist for our East London, Eastern Cape team. You will handle advanced technical inquiries, troubleshoot issues, and contribute to knowledge base development and customer training. The role requires 3–5 years in software support, strong English communication, and CRM experience (Salesforce/Zendesk).

A leadership mindset is a plus. This hybrid role offers in-office collaboration and remote flexibility, with growth opportunities within a

Qualifications

• 3–5 years in a customer support or technical helpdesk role within software.
• Proven ability to troubleshoot and resolve complex technical problems.
• Excellent written and verbal communication in English.
• Experience with CRM software and ticketing systems; leadership potential.

Responsibilities

• Provide advanced technical support and troubleshooting via phone, email, and chat.
• Analyze and diagnose complex issues, escalating to development when needed.
• Develop knowledge base articles, FAQs, and user guides.
• Conduct training sessions for customers on product features.
• Collaborate with product management and engineering to identify recurring issues.

Skills

Troubleshooting

Technical support

English communication

CRM software

Multitasking

Education

Bachelor's degree in CS/IT

Tools

Salesforce

Zendesk

Job description

About the Role

Our client, a leading provider of innovative software solutions, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in **East London, Eastern Cape**. This role is pivotal in ensuring our customers receive exceptional support and achieve maximum value from our products. You will be a key point of contact, handling complex inquiries, troubleshooting technical issues, and contributing to the overall improvement of our customer service operations. The ideal candidate will possess a strong technical aptitude, excellent communication skills, and a genuine passion for helping others succeed. This position offers a fantastic opportunity to grow within a forward-thinking company and make a significant impact.

Key Responsibilities

• Provide advanced technical support and troubleshooting for a wide range of customer inquiries via phone, email, and chat.
• Analyze and diagnose complex technical issues, escalating to development teams when necessary, and ensuring timely resolution.
• Develop and maintain comprehensive knowledge base articles, FAQs, and user guides to empower customers and internal teams.
• Conduct training sessions for customers on product features and best practices.
• Collaborate with product management and engineering teams to identify recurring issues and provide feedback for product improvements.
• Monitor customer feedback and service metrics, identifying trends and areas for improvement.
• Mentor junior support staff, sharing expertise and best practices.
• Contribute to the development and implementation of new support strategies and tools.

Requirements

• A minimum of 3-5 years of experience in a customer support or technical helpdesk role, preferably within the software industry.
• Proven ability to troubleshoot and resolve complex technical problems.
• Excellent written and verbal communication skills in English.
• Strong understanding of software applications and IT systems.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Experience with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
• Demonstrated leadership potential or experience mentoring others.
• A proactive approach to problem-solving and a customer-centric mindset.
• Bachelor's degree in Computer Science, Information Technology, or a related field is advantageous.

Benefits

• Our client offers a competitive salary package, comprehensive health benefits, and opportunities for professional development.
• You will be part of a supportive and collaborative work environment that values innovation and employee growth.
• This role provides a hybrid work model, allowing for a balance between in-office collaboration in **East London, Eastern Cape** and remote flexibility.
• Opportunities for advancement within the company are abundant for high performers.