Senior Customer Support Specialist - Remote

Placements24; Johannesburg; Hybrid; ZAR 360,000 - 480,000; Full time

Benefits offered by this job

Performance-based incentives

Fully remote work

Health, dental, vision insurance

Generous annual leave and paid sick

Professional development

Job summary

Placements24 is seeking a Senior Customer Support Specialist to join a fully remote team. The role focuses on delivering advanced technical assistance, mentoring junior staff, and driving customer satisfaction from a home-based setup.

Candidates should have 3–5 years in customer support, with at least 1 year in a senior capacity, and strong CRM/ticketing skills. Flexible hours and comprehensive benefits are offered in a remote, cross-functional environment.

Qualifications

• 3-5 years in a customer support or helpdesk role, with at least 1 year in a senior or lead capacity.
• Proven ability to troubleshoot and resolve technical issues across various platforms and software.
• Excellent communication, active listening, and interpersonal skills, with the ability to explain technical concepts clearly.

Responsibilities

• Provide advanced technical support and troubleshooting for a wide range of customer issues via phone, email, and chat.
• Analyze and diagnose complex problems, identifying root causes and implementing effective solutions.
• Escalate unresolved issues to appropriate departments, ensuring timely resolution and customer follow-up.
• Document all customer interactions, solutions, and feedback meticulously in the CRM system.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Mentor and guide junior customer support team members, fostering a collaborative and learning-oriented remote environment.

Skills

Technical support

CRM software

Ticketing systems

Remote work

Mentoring

Job description

About the Role

Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, fully remote team. In this pivotal role, you will be instrumental in providing exceptional technical assistance and resolving complex customer inquiries. You will work closely with cross-functional teams to identify trends, provide feedback on product improvements, and mentor junior support staff. This is an excellent opportunity for a customer-centric professional who thrives in a flexible, home-based work environment and is passionate about delivering outstanding service and driving customer satisfaction, contributing directly to the company's success.

Key Responsibilities

• Provide advanced technical support and troubleshooting for a wide range of customer issues via phone, email, and chat.
• Analyze and diagnose complex problems, identifying root causes and implementing effective solutions.
• Escalate unresolved issues to appropriate departments, ensuring timely resolution and customer follow-up.
• Document all customer interactions, solutions, and feedback meticulously in the CRM system.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Mentor and guide junior customer support team members, fostering a collaborative and learning-oriented remote environment.

Requirements

• Minimum of 3-5 years of experience in a customer support or helpdesk role, with at least 1 year in a senior or lead capacity.
• Proven ability to troubleshoot and resolve technical issues across various platforms and software.
• Excellent communication, active listening, and interpersonal skills, with the ability to explain technical concepts clearly.
• Proficiency in using CRM software and ticketing systems.
• Demonstrated experience working effectively in a remote team setting, with strong self-discipline and time management skills.

Benefits

• Competitive annual salary with performance-based incentives.
• Fully remote work arrangement with flexible hours.
• Comprehensive health, dental, and vision insurance plans.
• Generous annual leave and paid sick days.
• Opportunities for professional development and career advancement within a growing organization.