Senior Customer Support Specialist - Remote First

Placements24; KwaZulu-Natal; Remote; ZAR 360,000 - 480,000; Full time

Benefits offered by this job

Competitive salary and performance bon

Remote-first with flexible hours

Healthcare insurance

Professional development opportunities

Collaborative team environment

Job summary

Placements24 is seeking a Senior Customer Support Specialist to join a remote-first technology firm. You will deliver first-line technical support across channels, resolve complex issues, and document interactions in the CRM.

Collaboration with product and engineering will drive service improvements while mentoring junior staff and maintaining customer satisfaction. The role emphasizes proactive problem-solving, strong communication, and the ability to thrive in a distributed team with flexible

Qualifications

• 3+ years in customer service or technical support
• Strong verbal and written communication skills
• Proactive problem-solving in a remote environment

Responsibilities

• Provide first-line technical support via phone, email, and live chat
• Troubleshoot and resolve customer issues, escalate when needed
• Document all interactions in the CRM system
• Develop knowledge of products and services to offer solutions
• Identify trends and feedback to product/engineering teams
• Create and maintain support documentation and knowledge base
• Mentor junior support staff and share best practices
• Engage with customers to ensure a positive experience and gather insights
• Contribute to team goals and metrics in a remote setting

Skills

Verbal & written communication

Problem solving

Customer advocacy

Education

High school diploma or equivalent

Tools

Salesforce

Zendesk

Job description

About the Role

Our client, a rapidly growing technology firm, is seeking an exceptional Senior Customer Support Specialist to join their dynamic and fully remote team. This is a unique opportunity to be part of a forward-thinking organization that prioritizes employee well-being and offers a truly flexible work environment. You will be instrumental in providing unparalleled support to our diverse clientele, ensuring their satisfaction and fostering long-term relationships. As a remote-first company, we are committed to equipping you with all the tools and resources necessary for success, fostering a collaborative spirit through cutting-edge communication platforms and virtual team-building activities. Your contributions will directly impact customer retention and overall company growth, making this a pivotal role within our organization. The ideal candidate is passionate about customer advocacy and possesses a proactive approach to problem-solving.

Key Responsibilities

• Provide first-line technical support and general inquiries via phone, email, and live chat to customers.
• Troubleshoot and resolve complex customer issues, escalating when necessary to appropriate departments.
• Document all customer interactions, feedback, and issues accurately in the CRM system.
• Develop and maintain a deep understanding of our client’s products and services to offer comprehensive solutions.
• Identify trends in customer issues and provide feedback to the product and engineering teams for service improvements.
• Assist in the creation and maintenance of support documentation, FAQs, and knowledge base articles.
• Train and mentor junior support staff, sharing best practices and fostering a culture of continuous learning.
• Proactively engage with customers to ensure a positive experience and gather valuable insights.
• Contribute to team goals and performance metrics in a remote setting.

Requirements

• Proven experience (3+ years) in a customer service or technical support role, preferably in a remote capacity.
• Excellent verbal and written communication skills, with the ability to articulate complex information clearly and concisely.
• Strong problem-solving and analytical skills, with a keen eye for detail.
• Proficiency in using CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced, remote environment.
• A dedicated home office setup with reliable high-speed internet connection.
• Demonstrated ability to work independently and as part of a distributed team.
• A passion for delivering outstanding customer service and exceeding expectations.
• High school diploma or equivalent; further education or certifications in a relevant field are a plus.

Benefits

• Competitive salary package and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and company holidays.
• Opportunities for professional development and career advancement.
• A fully remote work environment with flexible hours.
• Access to cutting-edge remote work tools and technologies.
• A supportive and collaborative team culture.
• Employee assistance program.