Senior Customer Support Specialist - Technical Assistance

Placements24; Johannesburg; Hybrid; ZAR 360,000 - 520,000; Full time

Benefits offered by this job

Health insurance

Hybrid work model

Career development

Johannesburg-based

Job summary

Placements24 is seeking a Senior Customer Support Specialist for a fast-growing software provider based in Johannesburg, Gauteng. You will be the primary contact for complex technical inquiries, troubleshoot issues, and ensure top-tier customer satisfaction while mentoring junior team members.

The role demands 3+ years in technical support, strong analytical and communication skills, and SaaS experience. A hybrid work setup in Johannesburg offers flexibility, professional development, and a

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field.
• 3+ years of technical customer support experience.
• Strong software troubleshooting knowledge.
• Excellent problem-solving and diagnostic skills.
• Proficiency with Zendesk and Salesforce Service Cloud.
• Excellent verbal and written communication; able to explain complex concepts.
• Experience supporting SaaS products.
• Able to work independently and in a team.
• Strong organizational and time-management skills.

Responsibilities

• Provide advanced technical support via phone, email, and chat.
• Troubleshoot complex software issues.
• Document interactions and resolutions in the CRM.
• Develop deep product knowledge.
• Identify trends and feedback to product teams.
• Create and maintain knowledge base articles.
• Train and mentor junior staff.
• Manage escalations to ensure timely resolution.
• Contribute to support process improvements.
• Advocate for customers to ensure a positive experience.

Skills

Analytical skills

Communication skills

Problem solving

Active listening

Time management

Team player

Education

Bachelor’s degree in IT/CS

Tools

Zendesk

Salesforce Service Cloud

Job description

About the Role

Our client, a rapidly growing software provider based in Johannesburg, Gauteng, is seeking a highly skilled and dedicated Senior Customer Support Specialist to join their dynamic team. This role is crucial for providing advanced technical assistance and ensuring exceptional customer satisfaction. You will be the primary point of contact for complex customer issues, troubleshoot technical problems, and contribute to improving support processes. The ideal candidate possesses strong analytical skills, in-depth knowledge of software troubleshooting, and excellent communication abilities. This is an exciting opportunity to play a key role in customer success within a leading technology company in Johannesburg.

Key Responsibilities

• Provide advanced technical support and troubleshooting for customer inquiries via phone, email, and chat.
• Resolve complex technical issues related to the company's software products.
• Document customer interactions, technical issues, and resolutions accurately in the CRM system.
• Develop and maintain a deep understanding of the company's software products and services.
• Identify trends in customer issues and provide feedback to product development and engineering teams.
• Assist in the creation and maintenance of knowledge base articles and support documentation.
• Train and mentor junior support specialists.
• Manage escalated customer issues and ensure timely and effective resolution.
• Contribute to the continuous improvement of support processes and customer service standards.
• Act as a customer advocate, ensuring their needs are met and their experience is positive.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 3+ years of experience in technical customer support or a similar role.
• Strong understanding of software troubleshooting methodologies.
• Excellent problem-solving, analytical, and diagnostic skills.
• Proficiency with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Exceptional communication, interpersonal, and active listening skills.
• Ability to explain technical concepts clearly to non-technical users.
• Experience supporting SaaS products is a significant advantage.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.

Benefits

• Competitive salary package commensurate with experience.
• Comprehensive health insurance and other employee benefits.
• Opportunities for professional development and career advancement within the customer service domain.
• Hybrid work model offering flexibility between office and remote work.
• Work with a supportive and collaborative team in a fast-paced environment.
• Be part of a leading technology company based in Johannesburg, Gauteng.
• Direct impact on customer satisfaction and retention.