Senior Tech Support Lead - Hybrid, Johannesburg

Placements24; Johannesburg; Hybrid; ZAR 360,000 - 520,000; Full time

Benefits offered by this job

Hybrid work model

Health benefits

Career development

Collaborative team

Access to cutting‑edge technology

Job summary

Placements24 is seeking a Senior Customer Support Specialist to join our Johannesburg team. You will provide advanced technical support, manage complex issues, and mentor junior staff, ensuring high customer satisfaction and strong relationships with clients.

You will work in a hybrid environment, collaborating with product, engineering, and support teams to drive continuous improvement and proactive service delivery.

Qualifications

• 3–5 years in customer support or technical helpdesk, preferably in tech.
• Experience with CRM/ticketing systems (Zendesk, Salesforce).
• Strong verbal and written English communication.
• Based in or willing to commute to Johannesburg, Gauteng.

Responsibilities

• Provide advanced technical support and troubleshooting for software products.
• Handle complex customer issues, diagnosing and resolving problems efficiently.
• Manage customer escalations with timely, satisfactory resolutions.
• Develop and maintain knowledge base articles and documentation.
• Train and mentor junior team members in best practices.
• Collaborate with product and engineering teams to fix recurring issues.
• Monitor customer feedback and support trends to improve services.
• Engage with customers to maximize use of solutions.
• Maintain detailed CRM records of interactions and resolutions.
• Adhere to SLAs and performance metrics.

Skills

Excellent communication

Technical troubleshooting

Problem solving

English proficiency

Education

Bachelor's degree in IT/CS or related field

Tools

Zendesk

Salesforce

Job description

Placements24 is seeking a Senior Customer Support Specialist to join our Johannesburg team. You will provide advanced technical support, manage complex issues, and mentor junior staff, ensuring high customer satisfaction and strong relationships with clients.

You will work in a hybrid environment, collaborating with product, engineering, and support teams to drive continuous improvement and proactive service delivery.