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Opportunity with Purpose.
IT & Tech · Verified
Location: Johannesburg, Gauteng
Employment type: Full-time
Closing date: 31 December 2026
About the job
A leading international technology business focused on Artificial Intelligence is looking for a customer-focused and technically capable Product Support Specialist. The successful candidate will build real knowledge of the company's products, help users with technical and product-related questions, investigate problems and work with internal teams to resolve issues. This is a high-volume support role that calls for clear communication, empathy, adaptability and critical thinking, and the ability to keep quality high under pressure. It also involves handling complex cases that remain unresolved after AI self-service interactions.
What the role involves
• Becoming knowledgeable about all company products and services.
• Managing and resolving customer support cases in a high-volume environment.
• Meeting productivity and quality targets while handling high ticket volumes.
• Using AI tools when investigating and responding to customer queries.
• Communicating professionally, clearly and empathetically with users.
• Investigating, troubleshooting and resolving customer issues accurately.
• Reviewing and correcting AI-generated responses or chatbot conclusions where a human resolution is needed.
• Identifying root causes and resolving complex customer concerns.
• Working with engineers, colleagues and internal stakeholders on technical and product-related issues.
• Using multiple systems, including ticketing, payment, usage-tracking and identity-verification platforms.
• Prioritising and triaging cases during busy periods and time-sensitive ticket sprints.
• Adapting to changes in products, processes, workflows and business priorities.
• Maintaining accuracy and professionalism while working under pressure.
• Building productivity during onboarding and nesting while maintaining quality standards.
• Writing and updating macros and standard responses.
• Improving knowledge-base content and support documentation.
• Identifying recurring customer issues and trends.
• Recommending process improvements that can improve efficiency and reduce contact volumes.
• Helping users understand new features, updates and complex product concepts.
• Keeping accurate records of support interactions and resolutions.
• Using breaks, peer collaboration and available support structures responsibly to maintain consistent performance during demanding shifts.
What you will need
• Grade 12 / Matric or equivalent.
• A relevant tertiary qualification in IT, customer service, communications or a related field would be advantageous.
• Preferably 2 years' experience in a high-volume product or customer support environment, or in a technology-related environment.
• Second-tier, escalation or technical support experience is preferred.
• Experience managing and closing a high volume of support tickets while maintaining quality standards.
• Experience reviewing, validating or correcting AI-generated responses or chatbot resolutions.
• Strong critical-thinking, investigation and research skills.
• Experience working with technical teams and internal stakeholders.
• Able to learn and use multiple systems and tools at the same time.
• Able to work under pressure while meeting daily and weekly performance targets.
Preferred skills and attributes
• Strong customer empathy and the ability to understand the meaning behind customer queries.
• Comfortable in a fast-changing and reactive environment.
• A strong sense of ownership and accountability.
• Persistent, curious and motivated by solving difficult problems.
• Good organisational and multitasking skills.
• An interest in continuous improvement and operational excellence.
• Able to contribute to the development of a strong support function.
• Experience with second-tier or escalated support is preferred.
• Strong written and verbal communication.
• High attention to detail.
• Strong problem-solving ability.
• Comfortable in technical or software-based environments.
• Able to perform effectively in a fast-paced, high-performance support environment.
• An interest in Artificial Intelligence, machine learning or technology products.
AdvertMogule is not the employer and does not make hiring decisions. Applicants should apply directly through the official employer or recruitment source.