Technical Support Specialist - Customer Focused

Placements24; Upington; On-site; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Medical aid

Retirement fund

Professional development

On-site role

Job summary

Placements24 is seeking a technically skilled and customer-focused Technical Support Specialist to join our team in Upington, Northern Cape. You will diagnose complex software issues, guide users through solutions, and maintain records in CRM and ticketing systems.

The role emphasizes on-site work, strong communication, and collaboration with engineering teams to escalate and resolve problems, while contributing to knowledge base improvements and SLA-driven support.

Qualifications

• Minimum of 3 years of experience in a technical support or helpdesk role, with a focus on software troubleshooting.
• Strong understanding of software applications, operating systems, and network fundamentals.
• Excellent diagnostic and problem-solving skills, with a methodical approach.
• Exceptional written and verbal communication skills, adept at explaining technical concepts clearly.
• Proficiency with ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
• Ability to manage time effectively and prioritize tasks in a fast-paced, deadline-driven environment.
• A strong customer-centric attitude and a commitment to delivering outstanding service.
• Experience in the tech industry or with SaaS products is highly desirable.
• Must be based in or willing to relocate to Upington, Northern Cape for this on-site role.
• Bachelor's degree in Computer Science, Information Technology, or a related field is a plus.

Responsibilities

• Provide expert technical support to customers experiencing issues with our client's software products.
• Diagnose, troubleshoot, and resolve complex hardware and software problems.
• Guide customers through detailed troubleshooting steps and provide clear, concise instructions.
• Escalate unresolved technical issues to the appropriate engineering or development teams, providing thorough documentation.
• Maintain accurate and comprehensive records of customer interactions, issues, and resolutions in the CRM and ticketing systems.
• Develop and update knowledge base articles, FAQs, and troubleshooting guides for both internal and external use.
• Proactively identify trends in customer issues and contribute to improving product stability and usability.
• Collaborate with product and engineering teams to report bugs and suggest product enhancements.
• Ensure timely resolution of support tickets in line with established service level agreements (SLAs).
• Contribute to a positive and collaborative team environment, sharing knowledge and best practices.

Skills

Technical troubleshooting

Customer service

Communication skills

Problem solving

Time management

SaaS experience

Education

Bachelor's degree in Computer Science, Information Technology, or a related field

Tools

Zendesk

ServiceNow

CRM software

Job description

About the Role

Our client, a rapidly growing technology company, is seeking a highly skilled and customer-oriented Technical Support Specialist to join their dedicated team in Upington, Northern Cape . This role is critical in providing expert technical assistance and ensuring our clients receive exceptional support for our client's innovative software solutions. You will be responsible for diagnosing complex technical issues, troubleshooting problems, and guiding users towards effective resolutions. We are looking for a proactive, analytical individual with outstanding communication skills and a passion for technology. This position offers a significant opportunity to contribute to a leading tech firm and advance your career in technical support within a dynamic and forward-thinking environment. The ideal candidate will be committed to delivering first‑class customer service and possess a deep understanding of technical challenges.

Key Responsibilities

• Provide expert technical support to customers experiencing issues with our client's software products.
• Diagnose, troubleshoot, and resolve complex hardware and software problems.
• Guide customers through detailed troubleshooting steps and provide clear, concise instructions.
• Escalate unresolved technical issues to the appropriate engineering or development teams, providing thorough documentation.
• Maintain accurate and comprehensive records of customer interactions, issues, and resolutions in the CRM and ticketing systems.
• Develop and update knowledge base articles, FAQs, and troubleshooting guides for both internal and external use.
• Proactively identify trends in customer issues and contribute to improving product stability and usability.
• Collaborate with product and engineering teams to report bugs and suggest product enhancements.
• Ensure timely resolution of support tickets in line with established service level agreements (SLAs).
• Contribute to a positive and collaborative team environment, sharing knowledge and best practices.

Requirements

• Minimum of 3 years of experience in a technical support or helpdesk role, with a focus on software troubleshooting.
• Strong understanding of software applications, operating systems, and network fundamentals.
• Excellent diagnostic and problem-solving skills, with a methodical approach.
• Exceptional written and verbal communication skills, adept at explaining technical concepts clearly.
• Proficiency with ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
• Ability to manage time effectively and prioritize tasks in a fast‑paced, deadline‑driven environment.
• A strong customer‑centric attitude and a commitment to delivering outstanding service.
• Experience in the tech industry or with SaaS products is highly desirable.
• Must be based in or willing to relocate to Upington, Northern Cape for this on‑site role.
• Bachelor's degree in Computer Science, Information Technology, or a related field is a plus.

Benefits

• Our client offers a competitive salary package and a comprehensive benefits program, including medical aid, a retirement fund, and opportunities for professional development.
• Employees will work in a modern facility located in Upington, Northern Cape , and be part of an innovative company culture.
• We are committed to fostering employee growth through continuous training and support.
• This role is primarily on‑site, offering a structured and collaborative work environment.
• Further details on compensation and benefits will be discussed during the interview process.