Tier 2 Tech Support Specialist | Hybrid Role

Placements24; Soweto; Hybrid; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Hybrid work model

Competitive salary

Medical aid and retirement fund

Professional growth opportunities

Supportive team environment

Performance-based incentives

Job summary

Placements24 seeks a skilled Customer Support Specialist (Tier 2) for its Soweto, Gauteng team. This hybrid role blends in‑office collaboration with remote flexibility and centers on handling escalated inquiries and complex technical issues from Tier 1.

You will diagnose problems, provide in‑depth product support, document resolutions, and share knowledge with peers. A 3–5 year background in customer support plus strong communication are essential for success, with growth opportunities and

Qualifications

• 3–5 years in customer support, with at least 2 years in Tier 2.
• Ability to diagnose and resolve complex technical issues.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication.
• Experience with helpdesk software and CRM systems.
• Legally authorized to work in South Africa.
• Relevant tertiary qualification advantageous.

Responsibilities

• Investigate and resolve complex customer issues escalated from Tier 1 support.
• Provide in-depth technical support for products and services.
• Analyse customer issues to identify root causes and solutions.
• Communicate technical information clearly to customers and internal teams.
• Document escalated issues and resolutions in the support system.
• Collaborate with Engineering and Product to resolve bugs and system issues.
• Develop and update knowledge base for Tier 2 issues.
• Train Tier 1 staff on advanced troubleshooting techniques.
• Contribute to continuous improvement of support processes.
• Ensure timely and accurate resolutions to customers.

Skills

Analytical thinking

Problem solving

Communication skills

Education

Tertiary qualification or professional certification

Tools

Helpdesk software

CRM systems

Job description

Placements24 seeks a skilled Customer Support Specialist (Tier 2) for its Soweto, Gauteng team. This hybrid role blends in‑office collaboration with remote flexibility and centers on handling escalated inquiries and complex technical issues from Tier 1.

You will diagnose problems, provide in‑depth product support, document resolutions, and share knowledge with peers. A 3–5 year background in customer support plus strong communication are essential for success, with growth opportunities and