Senior Tech Support & CX Lead (Hybrid)

Placements24; Johannesburg; Hybrid; ZAR 420,000 - 620,000; Full time

Benefits offered by this job

Health insurance

Professional development opportunities

State-of-the-art office facilities

Generous annual leave

Performance-based bonus scheme

Retirement savings plans

Job summary

Placements24 is seeking a Senior Customer Support Specialist in Johannesburg, Gauteng. The role combines in-office collaboration with remote work, handling complex inquiries and guiding customers through solutions.

You will diagnose technical issues, document interactions, and contribute to a knowledge base while mentoring junior staff and coordinating with product and sales teams to enhance the customer experience.

Qualifications

• 3+ years in a senior customer support role.
• Strong technical troubleshooting for software/hardware issues.
• Experience with CRM tools (Salesforce, Zendesk).
• Excellent communication and active listening skills.
• Ability to explain technical concepts to non-technical users.

Responsibilities

• Provide first-level and escalated technical support via phone, email, and chat.
• Diagnose and troubleshoot software/hardware issues with step-by-step guidance.
• Document interactions and resolutions in the CRM system.
• Develop and maintain knowledge base and FAQs for customers.
• Collaborate with product development and sales to address complex issues.
• Mentor junior support staff on best practices.
• Identify customer needs and suggest process improvements.
• Manage escalations to ensure timely resolutions.
• Create user guides and support documentation.
• Maintain high customer satisfaction with professional communication.

Skills

Customer support

Helpdesk

CRM software

Technical troubleshooting

Communication

Mentoring

Agile environments

Education

Bachelor's degree in Computer Science or IT

Tools

Salesforce

Zendesk

Helpdesk ticketing systems

Job description

Placements24 is seeking a Senior Customer Support Specialist in Johannesburg, Gauteng. The role combines in-office collaboration with remote work, handling complex inquiries and guiding customers through solutions.

You will diagnose technical issues, document interactions, and contribute to a knowledge base while mentoring junior staff and coordinating with product and sales teams to enhance the customer experience.