Tech Support Specialist — Hybrid, Growth Opportunities

Placements24; Johannesburg; Hybrid; ZAR 180.000 - 240.000; Vollzeit

Benefits dieser Stelle

Competitive remuneration package

Health insurance

Professional development

Hybrid work model

Team-building activities

Access to latest technology

Zusammenfassung

Placements24 in Johannesburg is seeking a Customer Support Specialist to join a tech team. You will handle inquiries, troubleshoot issues, and guide customers through solutions to ensure smooth product usage.

You’ll collaborate with engineering and product teams, document interactions in the CRM, and participate in improving support processes. A high school diploma plus tech basics are expected; extra certifications are a plus.

Qualifikationen

• Proven experience in a customer service or technical support role, preferably within the tech sector.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving abilities.
• Proficiency in using customer support software and CRM systems.
• Ability to work effectively both independently and as part of a team.
• Demonstrated patience, empathy, and a customer-centric attitude.
• High school diploma or equivalent; a technical certification or associate's degree is a plus.
• Familiarity with IT support ticketing systems.
• Must be residing in or willing to commute to Johannesburg, Gauteng.

Aufgaben

• Respond promptly and professionally to customer inquiries via multiple channels including phone, email, and live chat.
• Diagnose and resolve technical issues reported by customers, escalating complex problems to senior support staff when necessary.
• Provide clear and concise instructions and guidance to customers on product usage and troubleshooting steps.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Collaborate with internal teams, such as engineering and product development, to identify and address recurring issues and suggest product improvements.
• Proactively identify opportunities to enhance the customer experience and improve support processes.
• Stay up-to-date with product updates and new features to ensure accurate and effective support.
• Adhere to all company policies and procedures regarding customer data privacy and security.

Kenntnisse

Customer service

Technical support

CRM software

Communication skills

Problem solving

Teamwork

IT knowledge

Ausbildung

High school diploma

Technical certification

Associate's degree

Tools

CRM systems

IT ticketing systems

Live chat tools

Jobbeschreibung

Placements24 in Johannesburg is seeking a Customer Support Specialist to join a tech team. You will handle inquiries, troubleshoot issues, and guide customers through solutions to ensure smooth product usage.

You’ll collaborate with engineering and product teams, document interactions in the CRM, and participate in improving support processes. A high school diploma plus tech basics are expected; extra certifications are a plus.