Senior Customer Support Specialist (Technical)

Placements24; Cape Town; On-site; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Competitive salary

Training & development

Collaborative culture

Impact on customers

Exposure to diverse technical issues

Medical aid & pension

Job summary

Placements24 seeks a Senior Customer Support Specialist in Cape Town to diagnose complex issues, guide users through troubleshooting steps, and collaborate with engineering for bugs and feature requests.

You will lead high-level technical support across phone, email, and chat, documenting resolutions and mentoring junior staff in a customer-centric setting.

Qualifications

• Experience as a Senior Customer Support Specialist or Technical Support Engineer.
• Hands-on troubleshooting software and hardware issues.
• Strong knowledge of operating systems and network protocols.
• Proficiency with Zendesk or Jira Service Desk.
• Excellent communication and customer service orientation.
• Ability to explain technical concepts to non-technical users.
• Team-focused with good time management.
• Certifications such as CompTIA A+ or Network+ are a plus.

Responsibilities

• Provide high-level technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot complex technical issues related to software and hardware.
• Escalate unresolved issues to appropriate internal teams (e.g., engineering, product development) and track for resolution.
• Document all customer interactions, troubleshooting steps, and resolutions accurately in the support system.
• Develop and maintain technical support documentation, FAQs, and knowledge base articles.
• Train and mentor junior support staff on technical aspects and best support practices.
• Identify trends in customer issues and provide feedback to product and development teams for continuous improvement.
• Ensure customer satisfaction by providing timely, accurate, and professional support.
• Participate in product testing and provide feedback on usability and functionality.
• Assist in managing the support ticketing system to ensure efficient workflow.

Skills

Senior customer support

Troubleshooting

Operating systems

Networking basics

Ticketing systems

Communication skills

CompTIA A+

Network+

Tools

Zendesk

Jira Service Desk

Job description

About the Role

Our client, a rapidly expanding technology firm, is seeking a highly skilled Senior Customer Support Specialist with a technical aptitude to join their team in Cape Town, Western Cape . This role is critical in providing exceptional technical support to our diverse customer base, ensuring swift and effective resolution of issues. You will be responsible for diagnosing complex technical problems, guiding users through troubleshooting steps, and collaborating with internal teams to address product bugs and feature requests. The ideal candidate possesses outstanding communication skills, a deep understanding of technical systems, and a passion for helping others. You will be the frontline of customer interaction, acting as a product expert and a reliable point of contact. This is an excellent opportunity to contribute to a customer-centric organization in the vibrant city of Cape Town , working within a collaborative and supportive environment that values technical expertise and dedication. Your role will be instrumental in maintaining high levels of customer satisfaction and loyalty, ensuring a seamless user experience with our products. We seek individuals who are not only technically proficient but also empathetic and patient in their customer interactions.

Key Responsibilities

• Provide high-level technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot complex technical issues related to software and hardware.
• Escalate unresolved issues to appropriate internal teams (e.g., engineering, product development) and track for resolution.
• Document all customer interactions, troubleshooting steps, and resolutions accurately in the support system.
• Develop and maintain technical support documentation, FAQs, and knowledge base articles.
• Train and mentor junior support staff on technical aspects and best support practices.
• Identify trends in customer issues and provide feedback to product and development teams for continuous improvement.
• Ensure customer satisfaction by providing timely, accurate, and professional support.
• Participate in product testing and provide feedback on usability and functionality.
• Assist in managing the support ticketing system to ensure efficient workflow.

Requirements

• Proven experience as a Senior Customer Support Specialist or Technical Support Engineer.
• Strong technical background with hands‑on experience in troubleshooting software and hardware issues.
• Excellent understanding of operating systems, network protocols, and common software applications.
• Proficiency with help desk and ticketing systems (e.g., Zendesk, Jira Service Desk).
• Exceptional problem‑solving and analytical skills.
• Outstanding verbal and written communication skills.
• Ability to explain technical concepts clearly and concisely to users with varying technical knowledge.
• Strong customer service orientation and a patient, empathetic demeanor.
• Ability to work effectively in a team environment and manage time efficiently.
• Relevant technical certifications (e.g., CompTIA A+, Network+) are a plus.

Benefits

• Competitive salary package.
• Opportunity to work with a leading technology company in Cape Town .
• Comprehensive training and professional development programs.
• Supportive and collaborative team culture.
• Direct impact on customer satisfaction and product enhancement.
• Exposure to a wide range of technical challenges.
• Standard employee benefits including medical aid and pension fund contributions.