Senior Customer Support Specialist - Tech Solutions

Placements24; Midrand; Hybrid; ZAR 300,000 - 480,000; Full time

Benefits offered by this job

Competitive remuneration

Professional development & training

Hybrid work model

Job summary

Placements24 is seeking a Senior Customer Support Specialist in Midrand, Gauteng. You will resolve complex inquiries, provide expert technical assistance, and drive improvements in support processes.

You will guide customers via phone, email, and chat, document interactions in the CRM, and collaborate with engineering and product teams. A focus on customer satisfaction, teamwork, and ongoing learning is essential.

Qualifications

• Minimum 5 years in a customer support or helpdesk role, preferably in tech.
• Proven ability to troubleshoot and resolve complex technical issues.
• Excellent communication, interpersonal, and active listening skills.
• Strong analytical and problem-solving capabilities.
• Proficiency with CRM software and ticketing systems (Salesforce, Zendesk).
• Familiarity with SaaS and cloud-based technologies is desirable.
• Ability to work independently and in a collaborative team.
• Patient, empathetic and customer-centric approach.

Responsibilities

• Act as the primary point of contact for escalated customer issues, providing timely resolutions.
• Diagnose and troubleshoot complex technical problems across a range of software and hardware products.
• Guide customers through product features, troubleshooting steps, and best practices via phone, email, and chat.
• Document all customer interactions, issues, and resolutions in the CRM system.
• Collaborate with internal technical teams to identify and resolve defects or enhancements.
• Develop and maintain knowledge base articles and FAQs to empower customers and teams.
• Train and mentor junior support staff, sharing expertise and best practices.
• Analyze customer feedback and trends to identify product/service improvements.
• Proactively identify opportunities to upsell or cross-sell relevant products or services.
• Ensure adherence to SLAs and KPIs.

Skills

Customer support

Troubleshooting

Communication

Analytical thinking

CRM software

Team collaboration

Empathy

Hybrid work

Tools

Salesforce

Zendesk

Job description

About the Role

Our client, a leading provider of innovative tech solutions, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in **Midrand, Gauteng**. This role is pivotal in ensuring exceptional service delivery and fostering strong relationships with our diverse client base. The successful candidate will be instrumental in resolving complex customer inquiries, providing expert technical assistance, and contributing to the continuous improvement of support processes. This position offers a stimulating work environment where your contributions are valued and professional growth is encouraged. We are looking for an individual who is passionate about technology and committed to exceeding customer expectations, playing a key role in maintaining our client's reputation for outstanding service.

Key Responsibilities

• Act as the primary point of contact for escalated customer issues, providing timely and effective resolutions.


• Diagnose and troubleshoot complex technical problems across a range of our client's software and hardware products.


• Guide customers through product features, troubleshooting steps, and best practices via phone, email, and chat.


• Document all customer interactions, issues, and resolutions meticulously in the CRM system.


• Collaborate with internal technical teams (e.g., engineering, product development) to identify and resolve software defects or product enhancements.


• Develop and maintain comprehensive knowledge base articles and FAQs to empower customers and internal teams.


• Train and mentor junior support staff, sharing expertise and best practices.


• Analyze customer feedback and support trends to identify areas for improvement in products and services.


• Proactively identify opportunities to upsell or cross-sell relevant products or services.


• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).

Requirements

• A minimum of 5 years of experience in a customer support or helpdesk role, preferably within the technology sector.


• Proven ability to troubleshoot and resolve complex technical issues.


• Excellent communication, interpersonal, and active listening skills.


• Strong analytical and problem-solving capabilities.


• Proficiency in using CRM software and ticketing systems (e.g., Salesforce, Zendesk).


• Familiarity with SaaS products and cloud-based technologies is highly desirable.


• Ability to work effectively both independently and as part of a collaborative team.


• A patient, empathetic, and customer-centric approach.


• Must be eligible to work in **South Africa**.


• Experience in a **Hybrid** work environment is beneficial.

Benefits

• Our client offers a competitive remuneration package and a supportive work environment.


• Employees benefit from comprehensive medical aid and retirement fund contributions, opportunities for professional development and certifications, performance-based bonuses, and access to the latest technology.


• Enjoy a flexible Hybrid work model that balances in-office collaboration with remote flexibility, along with generous paid time off and employee wellness programs.


• Join a forward-thinking company committed to innovation and employee well-being.