Remote Installation & Technical Support Specialist

Placements24; Newlands; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Remote work allowance

Health insurance

Paid time off

Training opportunities

Remote-first culture

Job summary

Placements24 is seeking a detail-oriented Remote Installation & Technical Support Specialist to guide customers worldwide through product installation and ongoing maintenance from a home office. You will diagnose issues via phone, email, and chat, document interactions in the CRM, and contribute to knowledge base articles while delivering a positive customer experience.

The ideal candidate is patient, technically adept, and thrives in a remote setting, with strong communication skills and the

Qualifications

• Proven experience in a technical support role focused on installation.
• Strong communication and interpersonal skills.
• Ability to work independently in a remote environment.

Responsibilities

• Provide remote technical support for installation, setup, and configuration.
• Diagnose and troubleshoot installation and maintenance issues via multiple channels.
• Guide users step-by-step through procedures to ensure successful implementation.
• Maintain accurate records of interactions and resolutions in the CRM.
• Escalate complex issues and contribute to knowledge base articles.

Skills

Technical support

Remote work

Customer guidance

Communication skills

Time management

Tools

CRM system

Ticketing systems

Remote support tools

Job description

About the Role

Our client is looking for a detail-oriented Remote Installation & Technical Support Specialist to provide expert assistance to customers globally. This role is pivotal in guiding clients through the installation process of our products and offering ongoing technical support for maintenance and operational queries. Working entirely from home, you will be the first point of contact for many technical challenges, using your knowledge and communication skills to resolve issues efficiently. The ideal candidate is patient, technically adept, and thrives in a remote work environment , committed to ensuring a positive customer experience.

Key Responsibilities

• Provide remote technical support to customers regarding product installation, setup, and configuration.
• Diagnose and troubleshoot installation and maintenance issues through various communication channels (phone, email, chat).
• Guide users step-by-step through complex procedures, ensuring successful implementation and operation.
• Maintain accurate and detailed records of support interactions, resolutions, and customer feedback in the CRM system .
• Escalate complex technical problems to appropriate internal teams and follow up to ensure resolution.
• Contribute to the development of knowledge base articles and support documentation for installation and troubleshooting.

Requirements

• Proven experience in a technical support role, with a focus on installation and customer guidance.
• Strong understanding of installation procedures and basic maintenance principles for technical products.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Proficiency with remote support tools , ticketing systems, and common software applications.
• Ability to work independently, manage time effectively, and maintain a high level of productivity from a remote location .
• A patient demeanour and a commitment to customer satisfaction are essential.

Benefits

• Competitive annual salary and remote work allowance.
• Comprehensive health, dental, and vision insurance.
• Paid time off and company holidays.
• Opportunities for virtual training and professional growth.
• Join a dynamic, remote-first company that values innovation and employee well-being, supporting talent in the Queenstown area and beyond.