Senior Customer Support Specialist - Tech Solutions

Placements24; Johannesburg; Ibrido; ZAR 420.000 - 540.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary

Health insurance

Professional development

Generous paid time off

Hybrid work model

Pension fund contribution

Employee assistance program

Descrizione del lavoro

Placements24 seeks a Senior Customer Support Specialist to deliver high-quality service to a diverse tech clientele. You will handle complex inquiries, guide customers across platforms, and share product knowledge within a hybrid Johannesburg-based team.

The role emphasizes mentoring junior staff, contributing to knowledge bases, and collaborating with product and engineering teams to drive customer satisfaction and SLAs.

Competenze

• 3+ years of experience in customer service or technical support.
• Strong problem-solving and analytical abilities.
• Excellent communication and interpersonal skills.
• Proficiency with CRM software (Salesforce, Zendesk) and helpdesk systems.
• Ability to train and mentor junior staff in a fast-paced tech environment.

Mansioni

• Manage and resolve complex customer inquiries and technical issues across channels.
• Provide proactive guidance and solutions to customers.
• Escalate issues and ensure timely resolution with follow-up.
• Train and mentor junior support staff on best practices and product knowledge.
• Contribute to FAQs and knowledge base; analyze support trends for improvements.
• Maintain accurate records of interactions in the CRM and collaborate with product/engineering teams.

Conoscenze

Customer support

CRM proficiency

Communication skills

Troubleshooting

Mentoring

Team collaboration

Formazione

IT/Business Administration degree

Strumenti

Salesforce

Zendesk

Descrizione del lavoro

About the Role

Our client, a rapidly expanding technology firm, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team. This role is pivotal in ensuring exceptional service delivery to a diverse clientele across various technological platforms. The ideal candidate will possess a deep understanding of customer relationship management and a passion for problem-solving. You will be instrumental in enhancing customer satisfaction and loyalty by providing timely, accurate, and empathetic support. This position offers a unique opportunity to grow within a forward-thinking company that values innovation and employee development. You will be working in a hybrid capacity, offering flexibility while maintaining essential team collaboration in our Johannesburg, Gauteng office.

Key Responsibilities

• Manage and resolve complex customer inquiries and technical issues via multiple communication channels including phone, email, and live chat.
• Provide proactive support and guidance to customers, anticipating needs and offering solutions.
• Escalate unresolved issues to appropriate departments and follow up to ensure resolution.
• Train and mentor junior support staff, sharing best practices and product knowledge.
• Contribute to the development of support documentation, FAQs, and knowledge base articles.
• Analyze customer feedback and support trends to identify areas for service improvement.
• Maintain accurate and detailed records of customer interactions and transactions in the CRM system.
• Collaborate with product and engineering teams to relay customer feedback and identify potential product enhancements.
• Ensure all support activities align with company service level agreements (SLAs).
• Act as a subject matter expert for company products and services.

Requirements

• Proven experience as a Customer Support Specialist or in a similar client-facing role, preferably within the tech industry.
• Excellent problem-solving, analytical, and critical thinking skills.
• Strong communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Proficiency in using CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
• Experience in handling difficult customer situations with patience and professionalism.
• Ability to work independently and as part of a team in a fast-paced environment.
• A minimum of 3 years of experience in a customer service or technical support role.
• Relevant tertiary qualification in IT, Business Administration, or a related field is advantageous.
• Familiarity with troubleshooting common software and hardware issues.
• Understanding of customer service metrics and KPIs.

Benefits

• Competitive annual salary of R .
• Comprehensive health insurance package.
• Opportunities for professional development and training.
• Generous paid time off and company holidays.
• A collaborative and supportive work environment.
• Access to the latest technology and tools.
• Hybrid work model providing a balance between office and remote work.
• Regular team-building activities and social events.
• Pension fund contribution.
• Employee assistance program for well-being support.