Customer Support Representative – Tier 2

Job not on LinkedIn

🕒 September 4

🇿🇦 South Africa – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 24%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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The Faculty

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2003

💼 Consulting

📚 Education

🏢 Enterprise

Consulting • Education • Enterprise

The Faculty is a company that specializes in providing comprehensive learning and development programs for procurement and supply chain professionals. They offer the Roundtable Program, a year-long, always-on educational initiative designed to enhance skills and leadership capabilities in this field. The program focuses on high-performance and transformative skills by integrating AI-driven content and sustainability topics, facilitating a learning environment that adapts to the evolving needs of the industry. This program is accessible anytime, from anywhere, supporting organizations in developing their teams with essential skills in procurement, supply chain management, and other associated disciplines. The Faculty is dedicated to empowering professionals with the knowledge and networks required to excel in their careers.

📋 Description

• Manage and resolve complex technical issues escalated from Tier 1 • Apply advanced troubleshooting across hardware, software, networks, products and platforms • Own complex or long-running customer cases through to resolution • Maintain knowledge across current and historical products • Research and investigate issues not solved by standard troubleshooting processes • Collaborate with internal teams to investigate and resolve difficult technical issues • Provide technical guidance, coaching and support to Tier 1 Representatives • Assist with training and development of team members • Maintain knowledge of business systems and support tools • Manage personal case workload while supporting escalated issues • Identify opportunities to improve support processes, procedures and knowledge resources • Participate in projects, meetings and continuous improvement initiatives • Maintain accurate case documentation and professional customer communication • Meet agreed operational, quality and customer support KPIs

🎯 Requirements

• 4+ years of call centre technical support experience • 5+ years of professional computer and network troubleshooting experience • Advanced experience in technical support, service desk, desktop support or IT support • Strong troubleshooting skills across hardware, software, networks, operating systems and business applications • High proficiency across Windows, ChromeOS, iOS, Android, macOS and Microsoft Office • Familiarity with cloud computing and relational database concepts • Proven experience handling complex and escalated technical issues • Experience working across multiple business systems and collaborating with internal technical teams • Ability to coach, guide and transfer technical knowledge to Tier 1 colleagues • Strong problem-solving, critical-thinking and prioritisation skills • Excellent written and verbal English communication skills • Ability to explain complex technical issues clearly to non-technical customers • Strong ticket management and documentation skills • Ability to remain calm, professional and customer-focused when dealing with complex or challenging issues

🏖️ Benefits

• Remote work arrangement