Senior Customer Support Specialist - WhatJobs Direct

Placements24; KwaZulu-Natal; On-site; ZAR 360,000 - 600,000; Full time

Benefits offered by this job

Competitive salary with bonuses

Health insurance

Professional development

Hybrid work arrangements

Pension fund contribution

Latest technology and tools

Team-building events

Job summary

Placements24 in Pietermaritzburg, KwaZulu-Natal, seeks a Senior Customer Support Specialist to deliver advanced technical support and guidance on our recruitment platform. You will engage with diverse clients, resolve complex issues, and drive customer success through proactive training and knowledge sharing.

Join a dynamic team committed to professional development, collaboration, and delivering exceptional customer experiences.

Qualifications

• Proven experience as a Senior Customer Support Specialist or in a similar client-facing technical support role.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Strong understanding of software applications and technology troubleshooting.
• Ability to explain technical concepts clearly to non-technical users.
• Experience in the recruitment technology or SaaS industry is highly advantageous.

Responsibilities

• Provide advanced technical support and troubleshooting for client inquiries via phone, email, and chat.
• Manage and resolve complex customer issues, escalating when necessary to appropriate internal teams.
• Develop and maintain a deep understanding of our client's platform features, functionalities, and best practices.
• Create and update knowledge base articles, FAQs, and support documentation to empower users and internal teams.
• Identify trends in customer issues and provide feedback to the product and engineering teams for continuous improvement.
• Conduct user training sessions and webinars to enhance customer proficiency with the platform.
• Build and nurture strong relationships with clients, ensuring their ongoing satisfaction and success.
• Contribute to the development and implementation of customer support strategies and processes.
• Act as a product expert and advocate within the customer support function.
• Monitor customer feedback channels and respond proactively to potential issues.

Skills

CRM software

Helpdesk systems

Technical support

Communication skills

SaaS experience

Recruitment tech

Education

Bachelor's degree

Job description

About the Role

Our client, a leading innovator in the recruitment technology sector, is seeking an exceptional Senior Customer Support Specialist to join their dynamic team in Pietermaritzburg, KwaZulu-Natal. This role is pivotal in ensuring the highest levels of customer satisfaction and engagement with our client's cutting-edge platform. You will be at the forefront of client interaction, providing expert guidance and resolving complex issues. This is a fantastic opportunity for a seasoned support professional looking to make a significant impact within a growing organization that values dedication and expertise. We are committed to fostering a collaborative environment where your contributions are recognized and rewarded. The ideal candidate will possess a deep understanding of customer service principles and a passion for technology-driven solutions. Join us and help shape the future of talent acquisition support. The vibrant city of Pietermaritzburg offers a rich cultural experience and a thriving professional community, making it an ideal place to advance your career while enjoying a high quality of life. Our client believes in empowering their employees and provides ample opportunities for professional development and career progression. This position requires a blend of technical aptitude and strong interpersonal skills, enabling you to connect with a diverse clientele effectively.

Key Responsibilities

• Provide advanced technical support and troubleshooting for client inquiries via phone, email, and chat.


• Manage and resolve complex customer issues, escalating when necessary to appropriate internal teams.


• Develop and maintain a deep understanding of our client's platform features, functionalities, and best practices.


• Create and update knowledge base articles, FAQs, and support documentation to empower users and internal teams.


• Identify trends in customer issues and provide feedback to the product and engineering teams for continuous improvement.


• Conduct user training sessions and webinars to enhance customer proficiency with the platform.


• Build and nurture strong relationships with clients, ensuring their ongoing satisfaction and success.


• Contribute to the development and implementation of customer support strategies and processes.


• Act as a product expert and advocate within the customer support function.


• Monitor customer feedback channels and respond proactively to potential issues.

Requirements

• Proven experience as a Senior Customer Support Specialist or in a similar client-facing technical support role.


• Excellent communication, interpersonal, and problem-solving skills.
  
• Proficiency in using CRM software and helpdesk ticketing systems.


• Strong understanding of software applications and technology troubleshooting.


• Ability to explain technical concepts clearly to non-technical users.


• Experience in the recruitment technology or SaaS industry is highly advantageous.


• A bachelor's degree in Information Technology, Computer Science, Business, or a related field is preferred.


• Demonstrated ability to manage multiple priorities and work effectively under pressure.


• A proactive approach to identifying and resolving customer needs.


• Familiarity with the Pietermaritzburg, KwaZulu-Natal job market is a plus.

Benefits

• Competitive salary package with performance-based bonuses.


• Comprehensive health, dental, and vision insurance.


• Opportunities for professional development and continuous learning.
  
• A supportive and collaborative work environment.


• Generous paid time off and holiday leave.


• Pension fund contribution.


• Access to the latest technology and tools.


• Potential for hybrid work arrangements, offering flexibility.


• Team-building events and social activities.


• Career advancement opportunities within a growing company.