Senior Remote Customer Support Specialist

Placements24; Pietermaritzburg; Hybrid; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Remote work infra support

Professional development

Career advancement

Virtual team environment

Cutting-edge support tools

Job summary

Placements24 is seeking a Senior Remote Customer Support Specialist to join our client's remote-first tech solutions team in South Africa. The role emphasizes advanced problem-solving, stakeholder communication, and independent handling of complex inquiries to ensure client satisfaction.

You will mentor junior agents, contribute to knowledge bases, and collaborate with product and engineering teams to drive service excellence while maintaining a flexible, remote work setup across SA.

Qualifications

• 3–5 years in customer support or helpdesk.
• At least 1 year in a senior or lead capacity.
• Clear, concise solutions and strong communication.
• Proficient in Zendesk, Salesforce, and ticketing platforms.
• Remote-work ready with solid IT knowledge.

Responsibilities

• Provide advanced technical and non-technical support via email, phone, and live chat.
• Troubleshoot and resolve issues efficiently with professionalism.
• Document interactions and resolutions in the CRM system.
• Identify trends and feed feedback to product/engineering teams.
• Mentor junior agents and share best practices.

Skills

Customer support

Senior lead

Technical troubleshooting

English communication

Remote work

Independent work

Problem solving

Tools

Zendesk

Salesforce

Ticketing systems

Job description

About the Role

Our client, a rapidly expanding tech solutions provider, is seeking a highly motivated and experienced Senior Remote Customer Support Specialist to join their dynamic team. This role is fundamental to ensuring client satisfaction and maintaining the high standards of service that Our client is known for. As a remote-first organization, we foster a collaborative and supportive virtual environment where every team member's contribution is valued. The ideal candidate will possess a deep understanding of customer service principles, exceptional problem-solving skills, and the ability to effectively manage and resolve complex customer inquiries independently. You will be instrumental in shaping positive customer experiences and contributing to the overall success of the support department. This position offers the unique opportunity to work from anywhere in South Africa, leveraging technology to deliver unparalleled service.

Key Responsibilities

• Provide advanced technical and non-technical support to a diverse client base via multiple channels including email, phone, and live chat.
• Troubleshoot and resolve customer issues efficiently, accurately, and with a high degree of professionalism.
• Document all customer interactions, resolutions, and feedback in the CRM system to maintain a comprehensive knowledge base.
• Identify trends in customer inquiries and provide actionable feedback to product and engineering teams for continuous improvement.
• Mentor and guide junior support agents, sharing best practices and technical expertise.
• Develop and maintain support documentation, FAQs, and knowledge base articles to empower customers and colleagues.
• Escalate complex issues to appropriate departments when necessary, ensuring a timely and satisfactory resolution.
• Actively participate in team meetings, training sessions, and contribute to process improvement initiatives.
• Uphold Our client's commitment to exceptional customer service in every interaction, reinforcing brand loyalty.

Requirements

• Minimum of 3-5 years of experience in a customer support or helpdesk role, with at least 1 year in a senior or lead capacity.
• Proven ability to handle complex technical issues and provide clear, concise solutions.
• Excellent written and verbal communication skills in English.
• Proficiency in using customer support software, CRM systems (e.g., Zendesk, Salesforce), and ticketing platforms.
• Strong understanding of IT principles, software applications, and common troubleshooting methodologies.
• Ability to work independently, manage time effectively, and maintain high productivity in a remote setting.
• A dedicated home office setup with a stable internet connection is required.
• Demonstrated problem-solving and critical-thinking skills.
• A proactive and positive attitude towards customer service challenges.

Benefits

• Competitive annual salary commensurate with experience.
• Comprehensive remote work infrastructure support.
• Opportunities for professional development and career advancement within a growing company.
• Collaborative and inclusive virtual team environment.
• Access to cutting-edge support tools and technologies.
• Regular performance reviews and feedback sessions.
• Paid time off and company-mandated holidays.
• Contribution to a supportive and forward-thinking organization dedicated to client success.