Remote Technical Support Specialist - Tier 2

Placements24; Queenstown; Híbrido; NZD 48.000 - 69.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical aid

Retirement fund contributions

Paid time off

Remote work flexibility

Professional development

Descripción de la vacante

Placements24 is seeking a Remote Technical Support Specialist to join a fully remote team. You will handle escalated tickets, diagnose complex software issues, and collaborate with engineering to resolve defects while maintaining exceptional client satisfaction.

Strong communication and problem-solving are essential. Ideal candidates have 3–5 years in technical support, experience with cloud technologies, APIs, and remote tools, and can work independently from a home office with a client-focused

Formación

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent practical experience.
• 3–5 years of experience in technical support or software support, with escalation handling.
• Strong knowledge of software development lifecycle, databases, APIs, and cloud technologies.
• Excellent diagnostic and problem-solving skills with clear written and verbal communication.

Responsabilidades

• Provide in-depth technical support for complex software issues escalated from Tier 1.
• Diagnose and resolve software defects, performance issues, and integration challenges.
• Communicate technical solutions clearly to clients via phone, email, or remote sessions.
• Document troubleshooting steps and resolutions in the ticketing system.
• Collaborate with development teams to identify root causes and implement fixes.

Conocimientos

Technical support

Troubleshooting

Cloud technologies

APIs

Remote support tools

Communication skills

Educación

Bachelor's degree in CS/IT

Herramientas

CRM systems

Ticketing systems

Remote support tools

Descripción del empleo

About the Role

Our client, a leader in cloud-based software solutions, is expanding its support team and is looking for experienced Remote Technical Support Specialists to join their fully remote workforce. This position is crucial for providing advanced technical assistance to clients, troubleshooting complex issues, and ensuring the seamless operation of our client's software. As a fully remote role, you will work from your home office, collaborating with a distributed team of professionals. This role demands a deep understanding of software architecture, problem-solving expertise, and exceptional communication skills. You will handle escalated support tickets, conduct in-depth diagnostics, and work towards timely and effective resolutions. The Queenstown, Eastern Cape area is a place where we are seeking to bolster our remote talent, and candidates from this region are encouraged to apply, though the role is open to all South African residents. Your contribution will be vital in maintaining client satisfaction and supporting the integrity of our client's cutting-edge software products. Join a company that values technical skill and offers significant career growth in a remote-first setting.

Key Responsibilities

• Provide in-depth technical support and troubleshooting for complex software-related issues escalated from Tier 1 support.
• Diagnose and resolve intricate technical problems, including software bugs, performance issues, and integration challenges.
• Communicate technical solutions clearly and effectively to clients via multiple channels (phone, email, remote sessions).
• Document all troubleshooting steps, resolutions, and client interactions accurately in the ticketing system.
• Collaborate closely with development and engineering teams to identify root causes and implement fixes for software defects.
• Contribute to the creation and maintenance of technical documentation, knowledge base articles, and best practice guides.
• Proactively monitor system performance and identify potential issues before they impact clients.
• Assist in training and mentoring Tier 1 support staff on advanced technical topics.
• Stay current with product updates, new features, and industry best practices.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 3-5 years of experience in technical support, software support, or a similar role, with proven experience in handling escalated issues.
• Strong knowledge of software development lifecycle, databases, APIs, and cloud technologies.
• Excellent diagnostic and problem-solving skills, with a logical and analytical approach.
• Proficiency in using CRM, ticketing systems, and remote support tools.
• Exceptional written and verbal communication skills, with the ability to explain complex technical concepts.
• Ability to work independently and manage time effectively in a remote setting.
• Self-motivated with a strong commitment to customer satisfaction.
• Experience with troubleshooting common operating systems (Windows, macOS, Linux) is a plus.

Benefits

• Our client offers a competitive salary and a comprehensive benefits package, tailored for a remote workforce.
• This includes medical aid, retirement fund contributions, and generous paid time off.
• Enjoy the ultimate flexibility of working from home with a supportive, global team.
• Our client provides continuous professional development opportunities, including access to online training and certification programs.
• Grow your career within a leading cloud software company that values innovation and employee growth.
• Our client is committed to fostering a diverse, inclusive, and collaborative remote work culture.
• This role provides an excellent opportunity for skilled technical professionals seeking a flexible and rewarding career.