Senior Customer Support Specialist (Remote-First)

Placements24; Johannesburg; Híbrido; ZAR 360.000 - 480.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Health benefits

Professional development

Remote-friendly culture

Descripción de la vacante

WhatJobs Direct is seeking a Senior Customer Support Specialist to join our remote-first team in South Africa. This permanent, full-time role focuses on delivering exceptional customer experiences by diagnosing complex issues, guiding users, and collaborating with product and engineering to improve support processes.

You will mentor junior agents, document interactions in the CRM, and stay up-to-date with our products and services to offer informed assistance from a home office.

Formación

• Minimum 3 years in a customer support or technical helpdesk role with at least 1 year in a senior capacity.
• Excellent written and verbal communication; ability to explain technical concepts clearly.
• Strong problem-solving and analytical skills; capable of handling complex issues.

Responsabilidades

• Provide advanced technical and non-technical support to customers via multiple channels (email, phone, chat).
• Investigate, diagnose, and resolve complex inquiries with efficiency and accuracy; escalate when needed.
• Document all interactions and resolutions in the CRM system.
• Develop deep product knowledge to offer informed support and guidance.
• Mentor junior support staff and share knowledge and best practices.
• Contribute to knowledge base articles and self-help resources.
• Identify trends and provide feedback to product/engineering for service improvements.
• Proactively identify opportunities to enhance the customer experience.

Conocimientos

Customer support

Technical helpdesk

Senior experience

Educación

High school diploma

Herramientas

CRM software (Zendesk/Salesforce)

Descripción del empleo

About the Role

Our client, WhatJobs Direct, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team. This is a permanent, full-time position that operates on a remote-first basis, offering unparalleled flexibility and the opportunity to contribute to a leading service provider from the comfort of your home office. We are looking for an individual who is passionate about delivering exceptional customer experiences and possesses a deep understanding of customer service best practices. You will play a crucial role in enhancing customer satisfaction, resolving complex issues, and contributing to the continuous improvement of our support processes. The ideal candidate will thrive in an independent work environment, demonstrate strong problem-solving skills, and be committed to maintaining the highest standards of service.

Key Responsibilities

Provide advanced technical and non-technical support to customers via multiple channels, including email, phone, and chat. Investigate, diagnose, and resolve complex customer inquiries and technical issues with efficiency and accuracy. Escalate unresolved issues to appropriate internal teams, ensuring timely follow-up and resolution. Document all customer interactions, issues, and resolutions meticulously in the CRM system. Develop and maintain a deep understanding of our client's products and services to offer informed support. Mentor and assist junior support staff, sharing knowledge and best practices. Contribute to the creation and updating of knowledge base articles and self-help resources. Identify trends in customer issues and provide feedback to product and engineering teams for service improvement. Proactively identify opportunities to improve the customer experience and support processes.

Requirements

Proven experience (minimum 3 years) in a customer support or technical helpdesk role, with at least 1 year in a senior capacity. Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clearly. Strong problem-solving and analytical skills, with a methodical approach to issue resolution. Proficiency in using customer support software and CRM systems (e.g., Zendesk, Salesforce). Ability to manage multiple tasks and prioritize effectively in a fast-paced, remote environment. Demonstrated ability to work independently and as part of a remote team. High school diploma or equivalent; a relevant tertiary qualification is a plus. Experience in a remote-first work setting is highly desirable. Adaptability and a positive attitude towards customer service challenges.

Benefits

Our client offers a competitive salary package, comprehensive health benefits, opportunities for professional development and career advancement, and a supportive remote work culture. This role provides the flexibility to work from anywhere within South Africa, fostering a healthy work-life balance. Join a growing company that values its employees and invests in their success. We are committed to creating an inclusive and collaborative remote environment where every team member can thrive and make a significant impact. Be part of a team that is dedicated to customer excellence and innovation.