Senior Technical Support Lead & Escalations Expert

Placements24; Stellenbosch; On-site; ZAR 420,000 - 550,000; Full time

Benefits offered by this job

Performance bonuses

Health & retirement benefits

Leadership development

Ongoing training and certifications

Dynamic Stellenbosch work environment

Job summary

Placements24 in Stellenbosch seeks an experienced Senior Customer Service Advisor to lead our technical support efforts, handling complex customer escalations and mentoring junior team members.

You will provide expert technical guidance, resolve challenging issues, collaborate with product and engineering teams, and drive process improvements to maintain service excellence in a fast-paced environment.

Qualifications

• Significant experience (5+ years) in a customer service or technical support role, with a proven track record in a senior capacity.
• In-depth knowledge of troubleshooting methodologies and common technical issues.
• Relevant certifications in IT support or customer service are highly regarded.

Responsibilities

• Manage and resolve escalated customer technical issues, acting as the final point of contact.
• Provide in-depth technical troubleshooting and support for advanced product functionalities.
• Mentor, train, and guide junior customer service representatives.
• Analyze support trends and identify root causes of recurring problems, proposing solutions.
• Collaborate with product development and engineering teams to provide customer feedback.

Skills

Customer service leadership

Technical troubleshooting

Communication skills

Mentoring

Escalation handling

Tools

CRM systems

Helpdesk software

Knowledge base tools

Job description

Placements24 in Stellenbosch seeks an experienced Senior Customer Service Advisor to lead our technical support efforts, handling complex customer escalations and mentoring junior team members.

You will provide expert technical guidance, resolve challenging issues, collaborate with product and engineering teams, and drive process improvements to maintain service excellence in a fast-paced environment.