Tier 2 Escalations Tech Support – Benoni

Placements24; Benoni; On-site; ZAR 320,000 - 450,000; Full time

Benefits offered by this job

Competitive salary

Career advancement

Health benefits

Learning and development

Team culture

Benoni-area work

Job summary

Placements24 is seeking an experienced and resourceful Customer Support Representative to handle Tier 2 Escalations in Benoni, Gauteng. This role resolves complex customer issues that cannot be addressed by the first-line support team, requiring strong technical aptitude and exceptional problem-solving skills.

You will act as a key escalation point, investigating intricate problems and providing effective solutions to ensure customer retention and loyalty.

Qualifications

• Minimum of 3 years of experience in customer support with technical troubleshooting and escalations.
• Proven ability to diagnose and resolve complex technical problems across platforms.
• Excellent communication, listening, and interpersonal skills.
• Proficiency in using helpdesk software and CRM systems.
• Must reside within commuting distance of Benoni, Gauteng.

Responsibilities

• Investigate and resolve complex customer support issues escalated from Tier 1.
• Diagnose technical problems with products and services, identifying root causes.
• Communicate effectively with customers to gather detailed information about issues and provide clear updates on resolution progress.
• Collaborate with product, engineering, and other internal teams to resolve escalated tickets.
• Document all escalated issues, troubleshooting steps, and final resolutions in the ticketing system.
• Develop and maintain comprehensive knowledge base articles for complex issues.
• Identify trends in escalated issues and provide feedback for product and process improvements.
• Train and mentor Tier 1 support representatives on common escalation topics.

Job description

Placements24 is seeking an experienced and resourceful Customer Support Representative to handle Tier 2 Escalations in Benoni, Gauteng. This role resolves complex customer issues that cannot be addressed by the first-line support team, requiring strong technical aptitude and exceptional problem-solving skills.

You will act as a key escalation point, investigating intricate problems and providing effective solutions to ensure customer retention and loyalty.