Technical Support Representative - Randburg

Placements24; Southampton; Hybrid; GBP 13,000 - 16,000; Full time

Benefits offered by this job

Competitive salary and bonuses

Medical aid and retirement planning

Generous PTO and holidays

Technical training & certifications

Collaborative team atmosphere

Hybrid work model

Access to advanced tools

Career progression

Job summary

Placements24 in Randburg, Gauteng, is seeking a skilled Technical Support Representative to deliver effective technical assistance and troubleshooting for clients. You will diagnose issues, guide setup, and collaborate with senior engineers to resolve complex problems, ensuring customer satisfaction.

Ideal candidates have a solid OS/network foundation, 3+ years in IT support, and excellent communication skills.

Qualifications

• High school diploma or equivalent; technical certifications or a degree in a related field are highly desirable.
• Minimum of 3 years of experience in technical support or a similar IT-related role.
• Solid understanding of operating systems (Windows, macOS, Linux), network basics, and common software applications.
• Experience with remote troubleshooting tools and techniques.
• Excellent communication and interpersonal skills, with the ability to explain technical issues clearly.
• Strong analytical and problem-solving skills.
• Ability to manage multiple support tickets and prioritize tasks effectively.
• Customer-centric approach and a commitment to first-contact resolution.
• Comfortable working in a hybrid environment within Randburg, Gauteng.

Responsibilities

• Respond to technical support requests from clients via phone, email, and ticketing system.
• Diagnose and troubleshoot software and hardware issues, providing clear and effective solutions.
• Guide clients through setup, installation, and operational procedures.
• Escalate complex technical issues to senior engineers or relevant departments when necessary.
• Document all support interactions, troubleshooting steps, and resolutions accurately in the CRM/ticketing system.
• Contribute to the creation and maintenance of technical documentation and knowledge base articles.
• Proactively identify potential technical issues and recommend preventative measures.
• Maintain a high level of customer satisfaction through professional and efficient service.
• Stay updated on product knowledge and technical advancements relevant to the role.

Skills

Communication

Customer focus

Problem-solving

Multitasking

Remote troubleshooting

Education

High school diploma

Technical certifications/degree desirable

Tools

CRM system

Remote troubleshooting tools

Job description

About the Role

Our client is seeking a skilled and customer-focused Technical Support Representative to join their team in Randburg, Gauteng. This role is integral to providing effective technical assistance and troubleshooting to clients, ensuring seamless operation of our client's products and services. The ideal candidate will possess a strong understanding of technical concepts, excellent problem-solving skills, and a commitment to delivering exceptional customer experiences. You will work closely with clients to diagnose issues, provide solutions, and offer guidance, acting as a crucial link between the client and the technical expertise of our client. We are looking for an individual who is detail-oriented, patient, and eager to contribute to a high-performing support team. Join us in Randburg, Gauteng, and help drive customer satisfaction through reliable technical support.

Key Responsibilities

• Respond to technical support requests from clients via phone, email, and ticketing system.
• Diagnose and troubleshoot software and hardware issues, providing clear and effective solutions.
• Guide clients through setup, installation, and operational procedures.
• Escalate complex technical issues to senior engineers or relevant departments when necessary.
• Document all support interactions, troubleshooting steps, and resolutions accurately in the CRM/ticketing system.
• Contribute to the creation and maintenance of technical documentation and knowledge base articles.
• Proactively identify potential technical issues and recommend preventative measures.
• Maintain a high level of customer satisfaction through professional and efficient service.
• Stay updated on product knowledge and technical advancements relevant to the role.

Requirements

• High school diploma or equivalent; technical certifications or a degree in a related field are highly desirable.
• Minimum of 3 years of experience in technical support or a similar IT-related role.
• Solid understanding of operating systems (Windows, macOS, Linux), network basics, and common software applications.
• Experience with remote troubleshooting tools and techniques.
• Excellent communication and interpersonal skills, with the ability to explain technical issues clearly.
• Strong analytical and problem-solving skills.
• Ability to manage multiple support tickets and prioritize tasks effectively.
• Customer-centric approach and a commitment to first-contact resolution.
• Comfortable working in a hybrid environment within Randburg, Gauteng.

Benefits

• Competitive annual salary and potential for performance bonuses.
• Comprehensive medical aid and retirement planning assistance.
• Generous paid time off and company holidays.
• Opportunities for ongoing technical training and professional certifications.
• A collaborative and supportive team atmosphere.
• Hybrid work model providing flexibility and work-life balance.
• Access to cutting-edge technology and tools.
• Career advancement opportunities within the technical support division.