Senior Customer Support Specialist - Technical

Placements24; Johannesburg; Hybrid; ZAR 420,000 - 620,000; Full time

Benefits offered by this job

Health insurance

Retirement savings

Paid time off

Professional development

Hybrid work model

Job summary

Placements24 is seeking a Senior Customer Support Specialist for their Johannesburg office with a hybrid work model. The role focuses on delivering expert technical support for SaaS products, resolving complex inquiries, and guiding customers to successful outcomes.

You will troubleshoot software issues, document cases in the CRM, and collaborate with product and engineering teams to drive improvements. Strong communication and leadership skills are essential.

Qualifications

• 3–5 years in a technical customer support or helpdesk role, preferably SaaS.
• Ability to troubleshoot complex software issues and provide clear resolutions.
• Strong knowledge of Windows and macOS, plus basic network concepts.
• Excellent communication skills, both written and verbal, with non-technical users.
• Experience with CRM/ticketing systems (Salesforce, Zendesk) and ticket workflows.

Responsibilities

• Provide expert-level technical support via phone, email, and chat for complex issues.
• Diagnose and troubleshoot software problems and offer clear solutions.
• Maintain accurate records of interactions and resolutions in the CRM.
• Develop deep product knowledge and stay updated on updates and features.
• Identify recurring issues and work with product/engineering to implement fixes.
• Create and update customer-facing knowledge base articles and docs.
• Train and mentor junior support staff on best practices.
• Proactively identify improvements to support processes and customer satisfaction metrics.

Skills

Technical troubleshooting

SaaS support

Operating systems

Analytical thinking

Verbal and written communication

CRM systems

Teamwork

Tools

Salesforce

Zendesk

Job description

About the Role

Our client, a leading provider of innovative software solutions, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Johannesburg. This is an exciting opportunity for a proactive individual to contribute to exceptional customer satisfaction and provide critical technical assistance. You will be instrumental in resolving complex customer inquiries, identifying trends, and collaborating with internal teams to enhance product usability and customer experience. The role requires a blend of technical acumen, problem-solving skills, and outstanding communication abilities. You will be working in a Johannesburg based office, with the flexibility of a hybrid work model, allowing for a balance between in-office collaboration and remote work.

Key Responsibilities

• Provide expert-level technical support to customers via phone, email, and chat, addressing complex issues and escalations.
• Diagnose and troubleshoot software-related problems, offering clear and concise solutions.
• Maintain accurate and detailed records of customer interactions and issue resolutions in the CRM system.
• Develop and maintain a deep understanding of our client's product suite and its applications.
• Identify recurring customer issues and collaborate with product development and engineering teams to implement permanent fixes and improvements.
• Create and update knowledge base articles and customer-facing documentation to empower self-service.
• Train and mentor junior support staff, sharing best practices and technical expertise.
• Proactively identify opportunities to improve the customer support process and customer satisfaction metrics.

Requirements

• Minimum of 3-5 years of experience in a technical customer support or helpdesk role, preferably within the SaaS industry.
• Proven ability to troubleshoot and resolve complex technical issues for software products.
• Excellent understanding of common operating systems (Windows, macOS) and network protocols.
• Strong analytical and problem-solving skills with meticulous attention to detail.
• Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Experience with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
• Ability to work independently and as part of a team in a fast-paced environment.
• A proactive and customer-centric approach to problem resolution.
• Based in or willing to relocate to Johannesburg.

Benefits

Our client offers a competitive remuneration package, including a salary commensurate with experience, and potential for performance-based bonuses. Employees benefit from a comprehensive health insurance plan, retirement savings contributions, and generous paid time off. Opportunities for professional development, ongoing training, and career advancement within a growing company are abundant. The hybrid work model provides flexibility, and the collaborative office environment in Johannesburg fosters innovation and teamwork.