Senior Tech Support Specialist - Hybrid, Growth & Perks

Placements24; Midrand; Hybride; ZAR 300 000 - 480 000; Plein temps

Avantages offerts par ce poste

Competitive remuneration

Professional development & training

Hybrid work model

Résumé du poste

Placements24 is seeking a Senior Customer Support Specialist in Midrand, Gauteng. You will resolve complex inquiries, provide expert technical assistance, and drive improvements in support processes.

You will guide customers via phone, email, and chat, document interactions in the CRM, and collaborate with engineering and product teams. A focus on customer satisfaction, teamwork, and ongoing learning is essential.

Qualifications

• Minimum 5 years in a customer support or helpdesk role, preferably in tech.
• Proven ability to troubleshoot and resolve complex technical issues.
• Excellent communication, interpersonal, and active listening skills.
• Strong analytical and problem-solving capabilities.
• Proficiency with CRM software and ticketing systems (Salesforce, Zendesk).
• Familiarity with SaaS and cloud-based technologies is desirable.
• Ability to work independently and in a collaborative team.
• Patient, empathetic and customer-centric approach.

Responsabilités

• Act as the primary point of contact for escalated customer issues, providing timely resolutions.
• Diagnose and troubleshoot complex technical problems across a range of software and hardware products.
• Guide customers through product features, troubleshooting steps, and best practices via phone, email, and chat.
• Document all customer interactions, issues, and resolutions in the CRM system.
• Collaborate with internal technical teams to identify and resolve defects or enhancements.
• Develop and maintain knowledge base articles and FAQs to empower customers and teams.
• Train and mentor junior support staff, sharing expertise and best practices.
• Analyze customer feedback and trends to identify product/service improvements.
• Proactively identify opportunities to upsell or cross-sell relevant products or services.
• Ensure adherence to SLAs and KPIs.

Connaissances

Customer support

Troubleshooting

Communication

Analytical thinking

CRM software

Team collaboration

Empathy

Hybrid work

Outils

Salesforce

Zendesk

Description du poste

Placements24 is seeking a Senior Customer Support Specialist in Midrand, Gauteng. You will resolve complex inquiries, provide expert technical assistance, and drive improvements in support processes.

You will guide customers via phone, email, and chat, document interactions in the CRM, and collaborate with engineering and product teams. A focus on customer satisfaction, teamwork, and ongoing learning is essential.