Senior Tech Support Specialist — Tier 2 | Pietermaritzburg

Placements24; Pietermaritzburg; Híbrido; ZAR 240.000 - 320.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Health benefits

Career development

Team environment

Descripción de la vacante

Placements24 client in Pietermaritzburg seeks a dedicated Customer Support Specialist to join their technology team. You will provide advanced technical support via phone, email, and chat, diagnosing complex issues and guiding customers through solutions.

The role emphasizes collaboration with product and engineering, maintaining documentation in CRM, and contributing to knowledge bases, with opportunities for professional development in a fast-paced, customer-centric environment.

Formación

• Proven experience in a customer service or technical support role.
• Ability to explain technical concepts to non-technical users.
• Experience with CRM software and ticketing systems.
• Desirable: certifications in IT support or related fields.

Responsabilidades

• Provide advanced technical support to customers via phone, email, and chat, addressing complex inquiries and troubleshooting issues.
• Diagnose and resolve intricate technical problems, escalating when necessary to higher-tier support or engineering teams.
• Document all customer interactions, technical issues, and resolutions accurately in the CRM system.
• Develop and maintain comprehensive knowledge base articles and troubleshooting guides for internal use and customer self-service.
• Collaborate with product development and engineering teams to identify recurring issues and suggest product improvements.
• Proactively identify customer needs and provide tailored solutions to enhance their experience.
• Participate in ongoing training sessions to stay updated on product knowledge and support best practices.
• Contribute to team goals and objectives, fostering a positive and productive team atmosphere.

Conocimientos

Customer service

Technical troubleshooting

Communication skills

Team collaboration

Problem solving

Herramientas

CRM software

Ticketing systems

Descripción del empleo

Placements24 client in Pietermaritzburg seeks a dedicated Customer Support Specialist to join their technology team. You will provide advanced technical support via phone, email, and chat, diagnosing complex issues and guiding customers through solutions.

The role emphasizes collaboration with product and engineering, maintaining documentation in CRM, and contributing to knowledge bases, with opportunities for professional development in a fast-paced, customer-centric environment.