Senior Remote Customer Support Specialist

Placements24; KwaZulu-Natal; Remote; ZAR 420,000 - 620,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Remote work culture

Professional development

Retirement savings plan

Job summary

Placements24 is seeking a Senior Customer Support Specialist to join a fully remote team. You will deliver advanced technical assistance, troubleshoot complex issues, and mentor junior staff from your home office in South Africa.

The role emphasizes proactive knowledge base work, trend analysis, and cross-team collaboration to improve service. Based in Pietermaritzburg, KwaZulu-Natal, ZA, this remote-first position requires strong communication and CRM proficiency, including Zendesk and

Qualifications

• Minimum 5 years in a customer support or technical helpdesk role, with senior experience preferred.
• Strong problem-solving and analytical skills with technical aptitude.
• Excellent communication and interpersonal abilities; active listening.
• Proficient with CRM software and ticketing systems (e.g., Zendesk, Salesforce).
• Able to work independently in a remote setting; manage multiple priorities.

Responsibilities

• Provide advanced technical support via phone, email, and chat.
• Diagnose complex issues and identify root causes.
• Escalate unresolved issues to relevant teams with clear communication.
• Create and maintain knowledge base articles and training materials.
• Mentor junior staff and share best practices.
• Identify trends and feedback product/engineering teams for improvements.
• Manage customer expectations and ensure timely resolutions.
• Document all interactions in the CRM system.
• Contribute to developing support processes and policies.

Skills

CRM proficiency

Zendesk

Salesforce

Remote work

Problem solving

Communication

Mentoring

Tools

Zendesk

Salesforce Service Cloud

Job description

Placements24 is seeking a Senior Customer Support Specialist to join a fully remote team. You will deliver advanced technical assistance, troubleshoot complex issues, and mentor junior staff from your home office in South Africa.

The role emphasizes proactive knowledge base work, trend analysis, and cross-team collaboration to improve service. Based in Pietermaritzburg, KwaZulu-Natal, ZA, this remote-first position requires strong communication and CRM proficiency, including Zendesk and