Senior Customer Support Specialist - Fully Remote

Placements24; Pietermaritzburg; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary package

Comprehensive health, dental, and vis

Generous paid time off

Professional development opportunities

Retirement savings with company match

Performance-based bonuses and Incentiv

Remote work tools and tech access

Supportive remote culture and work–lif

Collaborative virtual team events

Direct impact on customer satisfaction

Job summary

Placements24 is seeking a Senior Customer Support Specialist to join a fully remote team based in Pietermaritzburg, KwaZulu-Natal, ZA. You will deliver advanced technical support across phone, email and chat, diagnose complex issues, mentor juniors, and contribute to knowledge base improvements.

With 5+ years in customer support or tech helpdesk, you will excel at de-escalation, clear communication, and remote collaboration while maintaining a robust understanding of cloud-based SaaS platforms

Qualifications

• Minimum 5 years in a customer support or technical helpdesk role, preferably in a senior capacity.
• Excellent problem-solving and analytical skills with strong technical aptitude.
• Excellent communication, interpersonal, and active listening skills.
• Proficiency with 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 troubleshooting software and hardware issues.
• Demonstrated ability to de-escalate customer concerns empathetically.
• Stable internet connection and dedicated, quiet workspace for remote work.

Responsibilities

• Provide advanced technical support and troubleshooting via phone, email, and chat.
• Analyze and diagnose complex technical issues, identify root causes, and implement solutions.
• Escalate unresolved issues with clear communication and follow-up.
• Develop and maintain knowledge base articles, FAQs, and training materials.
• Mentor and guide junior support staff, sharing expertise and best practices.
• Identify trends in customer issues and provide feedback to product development and engineering teams for improvements.
• Manage customer expectations to ensure timely resolutions and high satisfaction.
• Participate in ongoing training to stay updated on product knowledge and procedures.
• Document all customer interactions and resolutions in the CRM system.
• Contribute to development and refinement of support processes and policies.

Skills

Advanced customer support

Technical troubleshooting

Communication skills

Remote work

Mentoring junior staff

CRM software literacy

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,

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.