Customer Support Consultant, Short-Term Contract (Remote, South Africa)

A global support-outsourcing company that provides customer and technical support for software, SaaS and hardware clients across 30+ countries is hiring short-term remote customer support consultants. You will resolve support tickets for client projects, working to documented procedures and quality and KPI targets. Work is organised in fixed shifts led by a Team Lead, and the company supports English-language support across many industries.

What you'll do

• Resolve customer support tickets accurately and promptly, following project procedures and quality standards
• Apply the SOP for tone, escalation paths and ticket categorisation
• Document every customer interaction clearly and professionally in the support platform
• Complete assigned daily supplemental tasks such as knowledge reviews and task reporting
• Work toward individual KPIs and project metrics, and raise difficulties with the Team Lead promptly
• Follow the assigned shift schedule and send any shift-swap requests to the Team Lead for approval

What you need

• English at C1 level or higher, with strong written and verbal communication
• Previous email-based customer service experience
• Previous Zendesk experience
• Experience working against KPIs and performance targets
• Ability to resolve 80-100 tickets per shift
• An Android or Apple smartphone or tablet, needed to sign in to client accounts
• Availability for Monday-Friday shifts, either 10:00-19:00 or 16:00-01:00 (UTC+2)

Applicants must be based in: South Africa.

How to apply

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