Customer Support Specialist - Tier 2

Our client, a leading technology solutions provider, is seeking a highly motivated and experienced Customer Support Specialist to join their dynamic team in Centurion, Gauteng, ZA . This role is crucial in ensuring that our clients receive exceptional support for our cutting-edge software products. You will be the primary point of contact for technical inquiries, troubleshooting complex issues, and providing timely resolutions.

This is an excellent opportunity for a dedicated professional to grow their career in a supportive and innovative environment. The ideal candidate will possess a deep understanding of customer service principles and a passion for technology. This hybrid role offers a balance between in-office collaboration and remote flexibility, allowing you to contribute effectively from a location that suits you. We are committed to fostering a positive work culture where your contributions are valued and recognized.

• Provide expert-level technical support to clients via phone, email, and chat.
• Diagnose and resolve complex hardware and software issues efficiently and effectively.
• Escalate unresolved issues to appropriate internal teams, ensuring clear documentation and follow-up.
• Document all customer interactions, troubleshooting steps, and resolutions in our CRM system.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Identify trends in customer issues and provide feedback to product development teams.
• Conduct remote troubleshooting sessions and guide users through step-by-step solutions.
• Maintain a high level of customer satisfaction by delivering professional and empathetic support.
• Collaborate with team members to share knowledge and best practices.
• Adhere to service level agreements (SLAs) for response and resolution times.

• Proven experience as a Customer Support Specialist or in a similar technical support role, preferably Tier 2.
• Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.
• Excellent problem-solving and analytical skills.
• Proficient in using CRM software and ticketing systems.
• Exceptional communication, interpersonal, and active listening skills.
• Ability to explain technical concepts to non-technical users clear.
• Experience with remote support tools and techniques.
• A degree in Computer Science, Information Technology, or a related field is advantageous.
• Must be proficient in English and possess strong written and verbal communication skills.
• Demonstrated ability to work effectively both independently and as part of a team in a Centurion, Gauteng, ZA based role.

• Competitive annual salary.
• Comprehensive health insurance package.
• Opportunities for professional development and training.
• Hybrid work model offering flexibility.
• Generous paid time off and company holidays.
• Access to the latest technology and tools.
• Collaborative and inclusive work environment.
• Career advancement opportunities within a growing company.
• Employee assistance program.
• Regular team-building activities and social events.