Senior Customer Support Specialist

Placements24; Polokwane; Hybrid; ZAR 360,000 - 600,000; Full time

Benefits offered by this job

Comprehensive health insurance

Retirement plan

Paid time off

Professional development

Hybrid work model

Job summary

Placements24 in Polokwane, Limpopo, ZA is seeking a Senior Customer Support Specialist to lead complex client inquiries and drive high-value support. The role blends in-office collaboration with remote work in a hybrid setup, focusing on rapid diagnosis, thorough troubleshooting, and knowledge sharing.

You will coach junior staff, develop knowledge base content, and partner with product and sales teams to address client needs and deliver exceptional service.

Qualifications

• Minimum 3-5 years in customer support, with at least 1 year in a senior/lead capacity.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal abilities; patient and empathetic.

Responsibilities

• Respond to and resolve complex inquiries via phone, email, and live chat.
• Diagnose and troubleshoot technical issues; escalate when needed.
• Develop and maintain product knowledge and support docs.
• Train junior staff and share best practices.
• Analyze feedback to improve products and services.
• Collaborate with product development and sales teams.

Skills

Customer support

Lead experience

CRM software

Zendesk

Salesforce Service Cloud

Troubleshooting

Communication

Education

Bachelors in CS/IT/Business

Tools

Zendesk

Salesforce Service Cloud

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 **Polokwane, Limpopo, ZA**. This role is pivotal in ensuring our clients receive unparalleled assistance and achieve maximum value from our products. You will be the primary point of contact for complex customer inquiries, providing expert guidance and troubleshooting. This position offers a **Hybrid** work model, combining the benefits of in-office collaboration with the flexibility of remote work. We are committed to fostering a supportive and growth-oriented environment where your contributions are recognized and rewarded. Join us and become an integral part of a company that values its employees and is dedicated to exceptional customer service.

Key Responsibilities

• Respond to and resolve complex customer inquiries via phone, email, and live chat in a timely and professional manner.
• Diagnose and troubleshoot technical issues, escalating critical problems to appropriate departments when necessary.
• Develop and maintain in-depth knowledge of our client's products and services.
• Create and update comprehensive support documentation, including FAQs, knowledge base articles, and user guides.
• Conduct training sessions for junior support staff, sharing best practices and technical expertise.
• Analyze customer feedback and trends to identify areas for product and service improvement.
• Proactively engage with customers to ensure their satisfaction and success with our client's offerings.
• Collaborate with product development and sales teams to address customer needs and feature requests.
• Contribute to the continuous improvement of customer support processes and workflows.

Requirements

• Proven experience (minimum 3-5 years) in a customer support or helpdesk role, with at least 1 year in a senior or lead capacity.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal abilities, with a patient and empathetic demeanor.
• Proficiency in using CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Demonstrable technical aptitude and the ability to quickly learn new software.
• Experience with troubleshooting software applications and hardware issues.
• Ability to work independently and as part of a team in a **Hybrid** environment.
• A degree in Computer Science, Information Technology, Business, or a related field is preferred.
• Fluency in English and proficiency in local dialects is a plus.

Benefits

• competitive remuneration package, including a salary of ** R per annum**, with potential for bonuses based on performance.
• comprehensive health insurance, retirement plan options, and generous paid time off.
• Opportunities for professional development and career advancement are abundant.
• modern office space in **Polokwane, Limpopo, ZA**, with flexible working hours and the option to work from home on designated days.
• company that prioritizes employee well-being and professional growth.