Senior Customer Support Specialist - Advanced Technical Support

Placements24; Johannesburg; Hybrid; ZAR 550,000 - 850,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Professional development

Collaborative environment

Generous PTO

Tech training

Innovative products support

Job summary

Placements24 in Johannesburg, Gauteng, is seeking a Senior Customer Support Specialist to join a cloud-based solutions leader. You will provide advanced technical support, troubleshoot complex issues, and mentor junior staff in a hybrid work setup.

The role requires 5+ years of SaaS support, strong networking and cloud knowledge, and experience with Salesforce or Zendesk. You will collaborate across teams to improve service and ensure high customer satisfaction.

Qualifications

• Minimum 5 years in customer support or technical helpdesk (SaaS preferred).
• Strong troubleshooting across operating systems, platforms, and networks.
• Proven experience with Salesforce or Zendesk and CRM systems.

Responsibilities

• Provide Tier 2 and Tier 3 technical support for software and hardware issues.
• Troubleshoot, diagnose, and resolve complex customer problems promptly.
• Escalate critical issues to management or engineering teams for resolution.
• Document all support interactions and solutions in the CRM system.
• Develop and maintain a knowledge base of common issues and resolutions.
• Conduct customer training sessions on product features and best practices.
• Collaborate across teams to identify root causes of recurring problems.
• Gather customer feedback to inform product development and service improvements.
• Mentor junior support staff and assist in their development.
• Ensure high customer satisfaction through proactive, responsive support.

Skills

Tier 2/3 support

SaaS experience

Cloud technologies

Networking concepts

CRM familiarity

Education

Bachelor's degree in Computer Science / Information Technology or related field

Tools

Salesforce

Zendesk

Job description

About the Role

Our client, a leading innovator in cloud-based solutions, is seeking a highly skilled and experienced Senior Customer Support Specialist to join their dynamic team in Johannesburg, Gauteng. This pivotal role involves providing advanced technical support and fostering exceptional customer relationships. You will be instrumental in troubleshooting complex issues, escalating critical problems, and contributing to the continuous improvement of our client's service offerings. The ideal candidate possesses a deep understanding of IT systems, excellent communication abilities, and a passion for delivering world-class customer experiences. This role offers a Hybrid working model, combining the benefits of in-office collaboration with the flexibility of remote work, making it an ideal opportunity for motivated professionals in the Johannesburg area looking to advance their careers in a challenging and rewarding environment.

Key Responsibilities

• Provide Tier 2 and Tier 3 technical support for a wide range of software and hardware issues.
• Troubleshoot, diagnose, and resolve complex customer problems in a timely and efficient manner.
• Escalate critical issues to senior management or engineering teams, ensuring prompt resolution.
• Document all support interactions, solutions, and workarounds in the CRM system.
• Develop and maintain a comprehensive knowledge base of common issues and their resolutions.
• Conduct customer training sessions on product features and best practices.
• Collaborate with cross-functional teams to identify and address root causes of recurring problems.
• Gather customer feedback to inform product development and service improvements.
• Mentor junior support staff and assist in their professional development.
• Ensure customer satisfaction by providing proactive and responsive support.

Requirements

• Minimum of 5 years of experience in a customer support or technical helpdesk role, preferably in a SaaS environment.
• Proven experience troubleshooting complex technical issues across various operating systems and platforms.
• Strong understanding of networking concepts, cloud technologies, and IT infrastructure.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency with CRM software and ticketing systems (e.g., Salesforce, Zendesk).
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong problem-solving and analytical skills.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Experience in team leadership or mentoring is a plus.
• Must be available to work within the Johannesburg, Gauteng region with a Hybrid work arrangement.

Benefits

• Competitive annual salary package.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and career advancement.
• Dynamic and collaborative work environment.
• Generous paid time off.
• Access to cutting-edge technologies and training.
• A stimulating role supporting innovative products in the tech industry.