Tier 2 Customer Support Specialist — Hybrid (Welkom)

Placements24; Bloemfontein; Hybrid; ZAR 201,000 - 290,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work

Health benefits

Career progression

Supportive team

Job summary

Placements24 is seeking a Customer Service Representative - Tier 2 in Welkom, in the Free State. You will handle escalated inquiries, provide advanced technical and service support, and work as a key escalation point to ensure customer satisfaction.

The role requires at least 2 years in Tier 2 support, strong IT troubleshooting, excellent written and verbal communication, CRM usage, and analytical mindset. The position offers hybrid work, competitive pay, and opportunities to grow.

Qualifications

• Minimum of 2 years in a Tier 2 customer support or technical helpdesk role.
• Proven ability to troubleshoot and resolve complex customer problems.
• Excellent written and verbal communication skills.
• Proficiency in using CRM software and support ticketing systems.
• Strong analytical skills and attention to detail.

Responsibilities

• Handle escalated customer inquiries and provide in-depth technical and service support.
• Investigate and resolve complex customer complaints and issues efficiently and effectively.
• Document customer interactions, solutions, and feedback accurately in the ticketing system.
• Collaborate with Tier 1 support and other departments to ensure comprehensive issue resolution.
• Identify trends in customer issues and provide feedback for product or service improvements.

Skills

Customer support

Troubleshooting

CRM software

Communication skills

Analytical skills

Job description

Placements24 is seeking a Customer Service Representative - Tier 2 in Welkom, in the Free State. You will handle escalated inquiries, provide advanced technical and service support, and work as a key escalation point to ensure customer satisfaction.

The role requires at least 2 years in Tier 2 support, strong IT troubleshooting, excellent written and verbal communication, CRM usage, and analytical mindset. The position offers hybrid work, competitive pay, and opportunities to grow.