Tier 2 Tech Support Specialist — Elevate Customer Success

Placements24; Johannesburg; Hybride; ZAR 360 000 - 520 000; Plein temps

Avantages offerts par ce poste

Competitive salary package

Health and wellness benefits

Professional development

Dynamic, inclusive work environment

Paid time off

Access to cutting-edge tech

Résumé du poste

Placements24 is seeking a Customer Support Specialist - Tier 2 in Johannesburg to provide advanced technical assistance and resolve complex issues across our client’s software products. You will diagnose problems, document resolutions, and mentor junior staff while collaborating with Engineering, Product, and Sales to improve service quality.

Strong written and verbal English, remote troubleshooting experience, and proficiency with CRM/ticketing systems are essential.

Qualifications

• Experience in a Tier 2 or higher technical support role in software/tech.
• Strong OS and network protocol knowledge (Windows/macOS/Linux).
• Proficient with CRM/helpdesk systems and clear tech communication.

Responsabilités

• Diagnose and resolve complex technical issues via phone, email, and chat.
• Escalate unresolved issues with detailed documentation.
• Provide timely updates to customers on inquiries and resolutions.
• Develop and maintain knowledge base articles and guides.
• Identify recurring issues and feedback to product teams.
• Mentor junior staff on procedures and best practices.
• Monitor performance metrics and suggest improvements.
• Ensure adherence to SLAs and company policies.
• Contribute to training materials for customers.

Connaissances

Tier 2+ technical support

Problem solving

Analytical mindset

Communication

Team collaboration

Time management

Remote troubleshooting

Formation

IT/CS degree or related certification

Outils

Zendesk

Salesforce Service Cloud

Description du poste

Placements24 is seeking a Customer Support Specialist - Tier 2 in Johannesburg to provide advanced technical assistance and resolve complex issues across our client’s software products. You will diagnose problems, document resolutions, and mentor junior staff while collaborating with Engineering, Product, and Sales to improve service quality.

Strong written and verbal English, remote troubleshooting experience, and proficiency with CRM/ticketing systems are essential.