Senior Tech Support Lead - Hybrid (Mossel Bay)

Placements24; Mossel Bay; Hybrid; ZAR 350,000 - 600,000; Full time

Benefits offered by this job

Health insurance

Professional development

Latest technology and tools

Career advancement

Team-building events

Paid time off

Job summary

Placements24 is seeking a Senior Customer Support Specialist in Mossel Bay, Western Cape. You will be the primary contact for complex inquiries, providing advanced technical support, and mentoring junior team members in a hybrid work setup.

The role focuses on customer satisfaction, knowledge-base development, and collaboration with cross-functional teams to drive service improvements. Residency or relocation to Mossel Bay is essential.

Qualifications

• 3–5 years of experience in customer support or technical helpdesk roles, with at least 1 year in a senior/lead capacity.
• Ability to troubleshoot complex technical problems across multiple platforms and software.
• Strong communication, active listening and interpersonal skills.

Responsibilities

• Provide advanced technical support and troubleshooting via phone, email and chat.
• Develop and maintain knowledge base articles and FAQs.
• Train and mentor junior representatives on best practices and technical topics.
• Analyze feedback to identify product and service improvements.
• Escalate critical issues and ensure timely resolution and follow-up.
• Manage customer relationships to ensure high satisfaction and retention.

Skills

CRM proficiency

Technical troubleshooting

Customer support

Mentoring

Communication skills

Education

IT or Business qualification

Tools

Zendesk

Salesforce Service Cloud

Job description

Placements24 is seeking a Senior Customer Support Specialist in Mossel Bay, Western Cape. You will be the primary contact for complex inquiries, providing advanced technical support, and mentoring junior team members in a hybrid work setup.

The role focuses on customer satisfaction, knowledge-base development, and collaboration with cross-functional teams to drive service improvements. Residency or relocation to Mossel Bay is essential.