Senior Tech Support Specialist — Hybrid, Growth & Impact

Placements24; Johannesburg; Hybrid; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Professional development

Generous paid time off

Hybrid work model

Pension fund contribution

Employee assistance program

Job summary

Placements24 seeks a Senior Customer Support Specialist to deliver high-quality service to a diverse tech clientele. You will handle complex inquiries, guide customers across platforms, and share product knowledge within a hybrid Johannesburg-based team.

The role emphasizes mentoring junior staff, contributing to knowledge bases, and collaborating with product and engineering teams to drive customer satisfaction and SLAs.

Qualifications

• 3+ years of experience in customer service or technical support.
• Strong problem-solving and analytical abilities.
• Excellent communication and interpersonal skills.
• Proficiency with CRM software (Salesforce, Zendesk) and helpdesk systems.
• Ability to train and mentor junior staff in a fast-paced tech environment.

Responsibilities

• Manage and resolve complex customer inquiries and technical issues across channels.
• Provide proactive guidance and solutions to customers.
• Escalate issues and ensure timely resolution with follow-up.
• Train and mentor junior support staff on best practices and product knowledge.
• Contribute to FAQs and knowledge base; analyze support trends for improvements.
• Maintain accurate records of interactions in the CRM and collaborate with product/engineering teams.

Skills

Customer support

CRM proficiency

Communication skills

Troubleshooting

Mentoring

Team collaboration

Education

IT/Business Administration degree

Tools

Salesforce

Zendesk

Job description

Placements24 seeks a Senior Customer Support Specialist to deliver high-quality service to a diverse tech clientele. You will handle complex inquiries, guide customers across platforms, and share product knowledge within a hybrid Johannesburg-based team.

The role emphasizes mentoring junior staff, contributing to knowledge bases, and collaborating with product and engineering teams to drive customer satisfaction and SLAs.