Senior Customer Support Specialist - Fully Remote

Placements24; KwaZulu-Natal; Remote; ZAR 420,000 - 620,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Remote work culture

Professional development

Retirement savings plan

Job summary

Placements24 is seeking a Senior Customer Support Specialist to join a fully remote team. You will deliver advanced technical assistance, troubleshoot complex issues, and mentor junior staff from your home office in South Africa.

The role emphasizes proactive knowledge base work, trend analysis, and cross-team collaboration to improve service. Based in Pietermaritzburg, KwaZulu-Natal, ZA, this remote-first position requires strong communication and CRM proficiency, including Zendesk and

Qualifications

• Minimum 5 years in a customer support or technical helpdesk role, with senior experience preferred.
• Strong problem-solving and analytical skills with technical aptitude.
• Excellent communication and interpersonal abilities; active listening.
• Proficient with CRM software and ticketing systems (e.g., Zendesk, Salesforce).
• Able to work independently in a remote setting; manage multiple priorities.

Responsibilities

• Provide advanced technical support via phone, email, and chat.
• Diagnose complex issues and identify root causes.
• Escalate unresolved issues to relevant teams with clear communication.
• Create and maintain knowledge base articles and training materials.
• Mentor junior staff and share best practices.
• Identify trends and feedback product/engineering teams for improvements.
• Manage customer expectations and ensure timely resolutions.
• Document all interactions in the CRM system.
• Contribute to developing support processes and policies.

Skills

CRM proficiency

Zendesk

Salesforce

Remote work

Problem solving

Communication

Mentoring

Tools

Zendesk

Salesforce Service Cloud

Job description

About the Role

Our client, a leading innovator in digital solutions, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, fully remote team. This role is crucial in ensuring exceptional customer satisfaction by providing expert technical assistance and resolving complex issues. You will be an integral part of a supportive and collaborative environment, contributing to the continuous improvement of our client's service offerings. This is a unique opportunity to advance your career in customer support within a forward-thinking organization, working entirely from the comfort of your own home. We are committed to fostering a remote-first culture, offering flexibility and robust support systems to ensure your success and well-being. If you thrive in a challenging yet rewarding role and are passionate about delivering outstanding customer experiences, and become a valued member of our client's dedicated support division based in Pietermaritzburg, KwaZulu-Natal, ZA.

Key Responsibilities

• Provide advanced technical support and troubleshooting for a diverse range of customer inquiries via phone, email, and chat.
• Analyze and diagnose complex technical issues, identifying root causes and implementing effective solutions.
• Escalate unresolved issues to appropriate departments, ensuring clear communication and follow-up.
• Develop and maintain comprehensive knowledge base articles, FAQs, and training materials for internal and external use.
• Mentor and guide junior support staff, sharing expertise and best practices.
• Proactively identify trends in customer issues and provide feedback to product development and engineering teams for service improvements.
• Manage customer expectations effectively, ensuring timely resolution and high levels of satisfaction.
• Participate in ongoing training to stay updated on product knowledge and support procedures.
• Document all customer interactions and resolutions accurately in the CRM system.
• Contribute to the development and refinement of support processes and policies.

Requirements

• Proven experience (minimum 5 years) in a customer support or technical helpdesk role, preferably in a senior capacity.
• Exceptional problem-solving and analytical skills with a strong technical aptitude.
• Excellent communication, interpersonal, and active listening skills.
• Proficiency in using CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to manage multiple priorities and work independently in a remote setting.
• Adept at explaining technical concepts clearly to non-technical users.
• Experience in troubleshooting software and hardware issues.
• Demonstrated ability to de-escalate customer concerns effectively and empathetically.
• A stable internet connection and a dedicated, quiet workspace are essential for this fully remote position.
• Familiarity with cloud-based services and SaaS platforms is highly advantageous.

Benefits

• Competitive annual salary package designed to attract top talent.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off and holiday schedule.
• Opportunities for professional development, including certifications and advanced training.
• Retirement savings plan with company matching contributions.
• Performance-based bonuses and incentives.
• Access to cutting-edge technology and resources to facilitate remote work.
• A supportive and inclusive remote work culture that values work-life balance.
• Collaborative team environment with regular virtual social events.
• Direct impact on customer satisfaction and product enhancement.