Senior Customer Support Specialist - Tech Troubleshooter

Placements24; Cape Town; Hybrid; ZAR 350,000 - 550,000; Full time

Benefits offered by this job

Health insurance

Hybrid work model

Career development opportunities

Paid time off and holidays

Training resources and tech updates

Team-building events

Job summary

Placements24 is seeking a Senior Customer Support Specialist in Cape Town to provide expert technical assistance and resolve complex user issues. You will be a liaison between customers and product teams, with a mix of in-office collaboration and remote flexibility.

The ideal candidate has senior or lead support experience and strong communication skills, capable of explaining technical concepts to non-technical users, and working both independently and in a team-driven environment.

Qualifications

• Proven experience as a Customer Support Specialist or in a similar client-facing technical role.
• Excellent problem-solving and analytical skills with attention to detail.
• Exceptional communication and interpersonal skills, both written and verbal.
• Ability to explain technical concepts to non-technical users.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely, professional manner.
• Diagnose and resolve technical problems with clear, concise solutions.
• Escalate complex issues to appropriate departments for resolution.
• Document all customer interactions and resolutions in the CRM system.
• Develop and maintain a knowledge base of products and services.
• Provide training and mentorship to junior support team members.
• Analyze customer feedback to identify trends and improvement areas.
• Contribute to development of support processes and documentation.
• Collaborate with sales and product teams to ensure a cohesive customer experience.
• Upsell or cross-sell relevant products and services where appropriate.

Skills

Problem solving

Analytical skills

Communication

Interpersonal skills

Troubleshooting

Teamwork

Customer-centric

Leadership experience

Industry knowledge

Tools

CRM software

Helpdesk systems

Job description

Placements24 is seeking a Senior Customer Support Specialist in Cape Town to provide expert technical assistance and resolve complex user issues. You will be a liaison between customers and product teams, with a mix of in-office collaboration and remote flexibility.

The ideal candidate has senior or lead support experience and strong communication skills, capable of explaining technical concepts to non-technical users, and working both independently and in a team-driven environment.