Senior Remote Customer Support Specialist

Placements24; Midrand; Hybrid; ZAR 420,000 - 720,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Professional development

Remote work tools

Laptop provided

Bonuses

Job summary

Placements24 is seeking a Senior Remote Customer Support Specialist to join a global tech firm’s virtual team. You will resolve complex issues, mentor junior staff, and contribute to knowledge base improvements in a fully remote setting from your home office in Midrand, Gauteng, ZA.

A mix of channels, strict SLAs, and collaboration with product and engineering teams are expected. The role emphasizes customer-centric service, proactive problem solving, and documenting processes for continuous

Qualifications

• 3–5 years in customer support or technical helpdesk, with at least 1 year in a senior/lead role.
• Experience working in a fully remote or distributed team.
• Excellent verbal and written communication, with ability to explain technical info clearly.

Responsibilities

• Handle high-priority customer inquiries and complex technical issues via multiple channels.
• Investigate root causes and provide timely resolutions.
• Document interactions and resolutions in the CRM system accurately.

Skills

Remote work

Communication

Problem-solving

CRM experience

Mentoring

Education

High school diploma

Bachelor’s degree (preferred)

Tools

Salesforce

Zendesk

Job description

About the Role

Our client, a rapidly expanding global tech firm, is seeking a highly motivated and experienced Senior Remote Customer Support Specialist to join their dynamic virtual team. This is an exceptional opportunity to leverage your customer service expertise in a fully remote, work-from-home environment. You will be instrumental in providing unparalleled support to our diverse client base, resolving complex issues, and contributing to the continuous improvement of our customer experience strategies. As a Senior Specialist, you will also play a crucial role in mentoring junior team members and championing best practices within the support function. We are looking for individuals who are passionate about delivering exceptional service and thrive in a collaborative, digital-first setting. The ideal candidate will possess a deep understanding of customer relationship management and a proven track record of success in a remote capacity. This role is based in **Midrand, Gauteng, ZA**, but requires you to work from your own dedicated home office space, ensuring a productive and secure environment. We are committed to fostering a supportive and engaging remote culture where every team member feels valued and empowered.

Key Responsibilities

• Serve as a primary point of contact for high-priority customer inquiries and complex technical issues via multiple channels (phone, email, chat, social media).
• Conduct thorough investigations and diagnostics to identify root causes of customer problems and provide effective, timely resolutions.
• Document all customer interactions, issue resolutions, and feedback accurately within the CRM system.
• Collaborate with internal teams (e.g., product, engineering) to **escalate** and resolve technical bugs or service disruptions.
• Develop and maintain comprehensive knowledge base articles and customer self-help resources.
• Train and mentor new and existing customer support representatives on product knowledge, service protocols, and best practices.
• Analyze customer feedback and support trends to identify areas for service improvement and report findings to management.
• Proactively identify opportunities to enhance the customer experience and contribute to customer retention strategies.
• Adhere to all company policies, procedures, and service level agreements (SLAs).

Requirements

• Minimum of 3-5 years of experience in a customer support or technical helpdesk role, with at least 1 year in a senior or lead capacity.
• Proven experience working in a fully remote or distributed team environment.
• Exceptional verbal and written communication skills, with the ability to articulate technical information clearly and concisely.
• Strong problem-solving and analytical skills, with a keen attention to detail.
• Proficiency in using CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
• Demonstrated ability to manage multiple priorities and work effectively under pressure.
• A proactive, customer-centric attitude with a passion for exceeding expectations.
• High school diploma or equivalent required; a bachelor's degree in a related field is a plus.
• Must have a reliable high-speed internet connection and a dedicated, quiet workspace in **Midrand, Gauteng, ZA**.

Benefits

• Competitive annual salary of ZAR .
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off and public holiday allowance.
• Opportunities for professional development, training, and career advancement within a growing company.
• Access to state-of-the-art remote work tools and technologies.
• Company-provided equipment (laptop, peripherals).
• A collaborative and supportive virtual team culture.
• Performance-based bonuses and recognition programs.