Customer Support Specialist - Tier 2

Our client is looking for a skilled Customer Support Specialist (Tier
2) to join their team in Soweto, Gauteng . This role is responsible for handling more complex customer inquiries and technical issues that have been escalated from the first tier of support. The ideal candidate will possess strong analytical and problem-solving skills, excellent communication abilities, and a commitment to providing exceptional customer service. This hybrid role offers a blend of in-office collaboration and remote flexibility, providing a balanced work environment.

We are seeking an individual who is dedicated to resolving challenging customer issues and contributing to a positive support experience. If you excel in troubleshooting and thrive in a fast-paced environment, this is an excellent career opportunity.

• 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 implement long-term solutions.
• Communicate technical information clearly and effectively to customers and internal teams.
• Document all escalated issues, troubleshooting steps, and resolutions in the support system.
• Collaborate with other departments (e.g., Engineering, Product) to resolve complex bugs and system issues.
• Develop and update knowledge base articles for common Tier 2 issues.
• Train and mentor Tier 1 support staff on advanced troubleshooting techniques.
• Ensure customer satisfaction by providing timely and accurate resolutions.
• Contribute to the continuous improvement of support processes and tools.

• Minimum of 3-5 years of experience in a customer support role, with at least 2 years in a Tier 2 or equivalent capacity.
• Proven ability to diagnose and resolve complex technical and service-related issues.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency in using helpdesk software and CRM systems.
• Ability to manage multiple complex cases simultaneously.
• Experience with troubleshooting common software and hardware issues.
• A relevant tertiary qualification or professional certification is advantageous.
• Must be legally authorized to work in South Africa .

• Competitive salary based on experience and expertise.
• Hybrid work model offering flexibility.
• Comprehensive medical aid and retirement fund contributions.
• Opportunities for professional growth and development.
• A supportive and collaborative team environment.
• Performance-based incentives and bonuses.