Customer Support Agent; Tier 2

Our client is looking for a skilled and experienced Customer Support Agent for a Tier 2 role based in Tembisa, Gauteng, ZA
. This hybrid position offers a dynamic work environment where you'll handle more complex customer issues, acting as a crucial escalation point. You will be instrumental in providing advanced technical support, troubleshooting intricate problems, and ensuring customer satisfaction. This role requires a deep understanding of our client's products and services, coupled with exceptional problem-solving skills. You will work closely with Tier 1 support and other departments to resolve customer challenges effectively.

The hybrid model allows for flexibility, combining remote work with essential in-office collaboration, ensuring both productivity and team synergy. Join a team dedicated to delivering outstanding customer experiences and growing your career in a supportive setting.

• Handle escalated customer support requests from Tier 1 agents, providing in-depth technical assistance and troubleshooting.
• Analyze complex customer issues, identify root causes, and implement effective solutions.
• Communicate technical solutions clearly and concisely to customers with varying levels of technical understanding.
• Collaborate with engineering, product, and sales teams to resolve customer problems and improve product offerings.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Develop and update comprehensive support documentation, guides, and knowledge base articles.
• Provide training and mentorship to Tier 1 support staff on common issues and resolutions.
• Monitor customer feedback and identify areas for service improvement.
• Ensure adherence to service level agreements (SLAs) and company support standards.
• Contribute to a positive and customer-centric support culture.

• Minimum of 3 years of experience in a Tier 2 customer support or technical support role.
• Strong technical aptitude and ability to troubleshoot complex software or hardware issues.
• Excellent problem-solving, analytical, and critical thinking skills.
• Proficiency with CRM software and helpdesk ticketing systems.
• Superior communication and interpersonal skills, both written and verbal.
• Ability to explain technical concepts to non-technical audiences.
• Experience working in a hybrid work environment is preferred.
• Must be able to commute to the Tembisa, Gauteng, ZA office as required.
• Relevant certifications (e.g., ITIL) are a significant advantage.
• A proactive approach to problem-solving and a commitment to customer success.

• Competitive annual salary of R .
• Hybrid work arrangement, balancing remote flexibility with office collaboration.
• Comprehensive medical, dental, and optical coverage.
• Opportunities for advanced training and professional certifications.
• Generous paid time off and company holidays.
• Retirement savings plan with company matching.
• Access to employee wellness programs.
• Opportunities for career progression within a growing company.
• Team-building activities and social events.
• Potential for performance-based bonuses.