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Role Purpose: 

We are seeking a customer-focused and technically proficient Support Specialist to provide exceptional product support in a high-volume environment for a leading international technology business at the forefront of Artificial Intelligence. The successful candidate will become an expert in all company products, assist users with technical and product-related queries, and collaborate with internal teams to ensure timely and effective issue resolution.

This role requires strong communication skills, empathy, adaptability, critical thinking, and the ability to perform effectively under pressure while maintaining high standards of quality and customer satisfaction. The ideal candidate is a high-velocity, quality-driven problem solver capable of thriving in a fast-paced support environment, particularly when resolving complex cases that remain unresolved after AI self-service interactions.

In this Tier 2 capacity specifically, the Support Specialist handles judgment-based, AI-agent-escalated tickets, plus portal bug triage and tier/certification-sync investigation.

 

Required Qualifications:

• Grade 12 / Matric or equivalent qualification.
• Relevant tertiary qualification in Information Technology, Customer Service, Communications, or a related field will be advantageous.
• Strong written and verbal communication skills.
• High attention to detail and strong problem-solving ability.
• Proficiency in working within technical or software-based environments.
• Ability to work effectively in a fast-paced, high-performance support environment.

Required Experience:

• 2-4 years' experience in B2B support or partner operations.
• Preference for minimum of 2 years’ experience in a high-volume product support or customer support environment; or experience in technology related environments.
• Experience within a second-tier, escalations, or technical support team is preferred.
• Proven ability to manage and close a high volume of support tickets while maintaining quality standards.
• Demonstrated critical thinking, investigative, and research skills when diagnosing customer issues.
• Experience working cross-functionally with technical teams and internal stakeholders.
• Ability to quickly learn and navigate multiple systems and tools simultaneously.
• Demonstrated judgment-based resolution ability, with daily use of AI tools.
• Proven ability to work under pressure while consistently meeting daily and weekly performance targets.

 

Key Responsibilities:

• Resolve escalated tickets requiring judgment or system access, including reviewing and correcting AI-generated responses to ensure accurate resolutions.
• Document defects and investigate cross-system discrepancies (e.g. tier/certification-sync issues, portal bugs), and draft knowledge base updates from resolved cases.
• Become a subject matter expert on all company products, communicating clearly and empathetically with a diverse range of users.
• Manage a high volume of support cases while meeting productivity and quality targets, including ramp-up during onboarding and nesting.
• Use AI tools daily and apply critical thinking to investigate, troubleshoot, and resolve customer issues efficiently and accurately.
• Collaborate with engineers and internal stakeholders across multiple concurrent systems (ticketing, payment, identity verification, and related platforms) to resolve technical and product issues.
• Prioritise and triage cases during peak volumes, adapting quickly to evolving products, processes, and priorities.
• Contribute to process improvements: update macros and documentation, identify recurring issues, and recommend efficiencies.
• Maintain professionalism and resilience under pressure, using breaks and peer support to sustain performance and avoid burnout.

Preferred Competencies & Attributes:

• Strong customer empathy and ability to “read between the lines” of customer queries.
• Comfortable working in highly reactive and rapidly changing environments.
• Quality-focused mindset with strong ownership and accountability.
• Persistent, curious, and motivated by solving difficult problems.
• Strong organisational skills with the ability to multitask across multiple workflows.
• Passion for continuous improvement and operational excellence.
• Ability to contribute meaningfully to the foundations and long-term success of a support function.
• Experience and knowledge in second‑tier or escalated support (not just Level 1 chat).
• Interest in artificial intelligence, machine learning, or technology products.

 

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