Technical Support Specialist — Equity & Growth in Tech Startup

Placements24; Soweto; On-site; ZAR 280,000 - 360,000; Full time

Benefits offered by this job

Competitive salary

Medical and retirement benefits

Professional development

Startup environment

Generous paid time off

Stock options or equity

Job summary

Placements24 is seeking a detail-oriented Customer Support Specialist to join our Soweto team. This role focuses on high-level technical support for our software products, diagnosing complex issues, guiding users through troubleshooting steps, and ensuring a positive support experience.

The ideal candidate will have strong technical aptitude, excellent communication skills, and a passion for problem-solving.

Qualifications

• Minimum 3 years of experience in technical customer support or similar
• Strong understanding of software troubleshooting and common technical issues
• Excellent verbal and written communication skills
• Proficiency in using helpdesk software and ticketing systems
• Ability to explain technical concepts to non-technical users

Responsibilities

• Provide expert technical assistance to customers via phone, email, and chat.
• Diagnose and troubleshoot complex software and hardware issues reported by users.
• Guide customers through step-by-step solutions and provide clear explanations.
• Document all customer interactions, issues and resolutions in the support system.
• Escalate unresolved issues to senior engineers or relevant departments.
• Maintain a knowledge base of common issues and resolutions.
• Assist in testing new product releases and provide user feedback.
• Ensure customer satisfaction by resolving issues promptly.

Skills

Technical support

Troubleshooting

Customer communication

Documentation

Time management

Education

High school diploma

Technical certification / Associate degree

Tools

Helpdesk software

Ticketing system

CRM software

Job description

Placements24 is seeking a detail-oriented Customer Support Specialist to join our Soweto team. This role focuses on high-level technical support for our software products, diagnosing complex issues, guiding users through troubleshooting steps, and ensuring a positive support experience.

The ideal candidate will have strong technical aptitude, excellent communication skills, and a passion for problem-solving.