Senior Remote Customer Support Specialist

Placements24; Johannesburg; Hybrid; ZAR 360,000 - 480,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Professional development

Remote-friendly culture

Job summary

WhatJobs Direct is seeking a Senior Customer Support Specialist to join our remote-first team in South Africa. This permanent, full-time role focuses on delivering exceptional customer experiences by diagnosing complex issues, guiding users, and collaborating with product and engineering to improve support processes.

You will mentor junior agents, document interactions in the CRM, and stay up-to-date with our products and services to offer informed assistance from a home office.

Qualifications

• Minimum 3 years in a customer support or technical helpdesk role with at least 1 year in a senior capacity.
• Excellent written and verbal communication; ability to explain technical concepts clearly.
• Strong problem-solving and analytical skills; capable of handling complex issues.

Responsibilities

• Provide advanced technical and non-technical support to customers via multiple channels (email, phone, chat).
• Investigate, diagnose, and resolve complex inquiries with efficiency and accuracy; escalate when needed.
• Document all interactions and resolutions in the CRM system.
• Develop deep product knowledge to offer informed support and guidance.
• Mentor junior support staff and share knowledge and best practices.
• Contribute to knowledge base articles and self-help resources.
• Identify trends and provide feedback to product/engineering for service improvements.
• Proactively identify opportunities to enhance the customer experience.

Skills

Customer support

Technical helpdesk

Senior experience

Education

High school diploma

Tools

CRM software (Zendesk/Salesforce)

Job description

WhatJobs Direct is seeking a Senior Customer Support Specialist to join our remote-first team in South Africa. This permanent, full-time role focuses on delivering exceptional customer experiences by diagnosing complex issues, guiding users, and collaborating with product and engineering to improve support processes.

You will mentor junior agents, document interactions in the CRM, and stay up-to-date with our products and services to offer informed assistance from a home office.