Senior Customer Support Specialist - Hybrid, Growth

Placements24; KwaZulu-Natal; On-site; ZAR 360,000 - 600,000; Full time

Benefits offered by this job

Competitive salary with bonuses

Health insurance

Professional development

Hybrid work arrangements

Pension fund contribution

Latest technology and tools

Team-building events

Job summary

Placements24 in Pietermaritzburg, KwaZulu-Natal, seeks a Senior Customer Support Specialist to deliver advanced technical support and guidance on our recruitment platform. You will engage with diverse clients, resolve complex issues, and drive customer success through proactive training and knowledge sharing.

Join a dynamic team committed to professional development, collaboration, and delivering exceptional customer experiences.

Qualifications

• Proven experience as a Senior Customer Support Specialist or in a similar client-facing technical support role.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Strong understanding of software applications and technology troubleshooting.
• Ability to explain technical concepts clearly to non-technical users.
• Experience in the recruitment technology or SaaS industry is highly advantageous.

Responsibilities

• Provide advanced technical support and troubleshooting for client inquiries via phone, email, and chat.
• Manage and resolve complex customer issues, escalating when necessary to appropriate internal teams.
• Develop and maintain a deep understanding of our client's platform features, functionalities, and best practices.
• Create and update knowledge base articles, FAQs, and support documentation to empower users and internal teams.
• Identify trends in customer issues and provide feedback to the product and engineering teams for continuous improvement.
• Conduct user training sessions and webinars to enhance customer proficiency with the platform.
• Build and nurture strong relationships with clients, ensuring their ongoing satisfaction and success.
• Contribute to the development and implementation of customer support strategies and processes.
• Act as a product expert and advocate within the customer support function.
• Monitor customer feedback channels and respond proactively to potential issues.

Skills

CRM software

Helpdesk systems

Technical support

Communication skills

SaaS experience

Recruitment tech

Education

Bachelor's degree

Job description

Placements24 in Pietermaritzburg, KwaZulu-Natal, seeks a Senior Customer Support Specialist to deliver advanced technical support and guidance on our recruitment platform. You will engage with diverse clients, resolve complex issues, and drive customer success through proactive training and knowledge sharing.

Join a dynamic team committed to professional development, collaboration, and delivering exceptional customer experiences.