Senior Customer Support Specialist

Our client, a leading technology solutions provider, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Sandton, Gauteng. This role is pivotal in ensuring exceptional service delivery and maintaining high customer satisfaction levels. The ideal candidate will possess a deep understanding of customer service principles and a proven ability to resolve complex issues efficiently.

This is an exciting opportunity to contribute to a growing company and work within a collaborative environment. You will be instrumental in mentoring junior team members and driving continuous improvement within the support function. We are looking for an individual who is passionate about technology and customer success, bringing a proactive and problem-solving attitude to the role. The successful applicant will play a key part in shaping the customer experience and upholding our client's reputation for excellence in service and support within the competitive Gauteng market.

• Provide first-class technical and customer support to clients via phone, email, and chat.
• Diagnose and resolve complex customer issues, escalating when necessary to appropriate teams.
• Document all customer interactions and resolutions accurately in the CRM system.
• Develop and maintain a comprehensive knowledge base of products and services.
• Train and mentor junior customer support representatives.
• Identify trends in customer inquiries and feedback to suggest improvements to products and services.
• Contribute to the development and implementation of new customer support processes.
• Ensure all service level agreements (SLAs) are met or exceeded.
• Proactively engage with customers to ensure their needs are understood and met.
• Act as a point of escalation for complex customer complaints or technical challenges.

• Minimum of 3-5 years of experience in a customer support or helpdesk role, preferably within the technology sector.
• Proven experience in troubleshooting and resolving technical issues.
• Excellent communication, interpersonal, and active listening skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
• Ability to work effectively both independently and as part of a team.
• Experience in training or mentoring junior staff is a significant advantage.
• A patient and empathetic approach to customer interactions.
• Familiarity with ITIL best practices is desirable.
• Located within or able to commute to Sandton, Gauteng.

• Competitive annual salary.
• Comprehensive health and wellness benefits package.
• Opportunities for professional development and career advancement.
• A collaborative and supportive work environment.
• Access to cutting-edge technology and training.
• Hybrid work model offering flexibility.
• Generous leave allowance.
• Pension fund contribution.
• Performance-based bonuses.
• Employee assistance program.