Graduate Technical Support Specialist

Placements24; Kimberley; Hybrid; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Flexible remote work

Competitive starting salary

Remote-first team culture

Professional development

Job summary

Placements24 is seeking a Graduate Technical Support Specialist to join a fully remote team. The role focuses on providing high-quality technical assistance to users of innovative software products from a remote workstation, nationwide.

You will troubleshoot, document issues, and help improve our knowledge base while collaborating with a dynamic team. The ideal candidate has a technical degree, strong problem-solving skills, and the ability to explain complex concepts clearly.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related technical field is required.
• Strong problem-solving and troubleshooting abilities are essential.
• Clear written and verbal communication to explain technical concepts.

Responsibilities

• Provide first-level technical support to customers via email, phone, and chat.
• Troubleshoot and resolve software and hardware issues reported by users.
• Document customer issues and resolutions accurately in the support system.
• Escalate complex problems to senior staff or development teams.
• Create and update knowledge base articles and FAQs.
• Assist in testing new software releases and updates.
• Gather feedback to improve products and services.
• Maintain high customer satisfaction.
• Stay updated on product features and specs.

Skills

Problem-solving skills

Troubleshooting

Written communication

Verbal communication

Remote work

Education

Bachelor's degree in IT/CS

Tools

Help desk software

Ticketing systems

Job description

About the Role

Our client, a fast-growing software development company, is seeking a motivated Graduate Technical Support Specialist to join their fully remote team. This is an excellent opportunity for a technically inclined graduate to launch their career by providing high-quality technical assistance to users of our client's innovative software products. You will be a key point of contact for troubleshooting, problem-solving, and customer support, working within a dynamic, remote-first environment. We value clear communication, technical aptitude, and a passion for helping others. Join us to develop your skills in a supportive team that fosters continuous learning and growth, serving clients nationwide from your remote workstation, ideally located within a suitable timezone for Kimberley operations.

Key Responsibilities

• Provide first-level technical support to customers via email, phone, and chat.
• Troubleshoot and resolve software and hardware issues reported by users.
• Document customer issues and resolutions accurately in the support system.
• Escalate complex technical problems to senior support staff or development teams.
• Create and update knowledge base articles and FAQs.
• Assist in testing new software releases and updates.
• Gather customer feedback to help improve products and services.
• Maintain a high level of customer satisfaction.
• Stay updated on product features and technical specifications.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related technical field.
• Strong understanding of computer systems, networks, and common software applications.
• Excellent problem-solving and troubleshooting skills.
• Good written and verbal communication skills, with the ability to explain technical concepts clearly.
• Familiarity with help desk software and ticketing systems is a plus.
• Ability to work independently, manage time effectively, and multitask in a remote setting.
• A patient and customer-focused demeanor.
• Eagerness to learn and adapt to new technologies.
• Must be legally authorized to work in South Africa and capable of maintaining a productive remote work environment.

Benefits

• Gain comprehensive experience in technical support and customer service.
• Work with cutting-edge software and technologies.
• Opportunity for professional development and advanced technical training.
• Supportive and collaborative remote team culture.
• Flexible remote work arrangements.
• Competitive starting salary.
• Contribute to enhancing customer experience and product quality.