Technical Support Technician

Placements24; Queenstown; Hybrid; NZD 33,000 - 46,000; Full time

Benefits offered by this job

Remote work

Flexible hours

Training & advancement

Client service focus

Stable environment

Home-based

Job summary

Placements24 is seeking a motivated Technical Support Technician to join a fully remote team supporting clients in and around Queenstown. You will provide first-line technical assistance, diagnose hardware and software issues, and guide customers through solutions via phone, email, and chat.

The role requires 2+ years in tech support, strong communication, and the ability to work independently in a remote setting.

Qualifications

• A technical qualification or proven experience in a technical support role.
• Minimum of 2 years of experience providing technical support.
• Excellent understanding of common hardware and software issues.
• Strong troubleshooting and problem-solving skills.
• Exceptional verbal and written communication skills, with the ability to explain technical terms clearly.
• Proficiency in using remote support tools and ticketing systems.
• Ability to work independently, manage time efficiently, and meet deadlines in a remote environment.
• Must have a reliable internet connection and a dedicated workspace for remote work.
• Familiarity with the Queenstown area is a plus but not essential.

Responsibilities

• Provide remote technical support to clients experiencing issues with equipment and systems.
• Diagnose hardware and software problems, guiding users through step-by-step solutions.
• Respond to support tickets and inquiries in a timely and professional manner.
• Document all support interactions, troubleshooting steps, and resolutions in the ticketing system.
• Escalate unresolved issues to senior technicians or relevant departments according to established procedures.
• Maintain a high level of customer satisfaction through effective communication and problem resolution.
• Stay updated on product knowledge and technical documentation relevant to supported systems.
• Identify recurring technical issues and provide feedback to the team for service improvement.
• Assist in the creation and maintenance of knowledge base articles for common user problems.
• Adhere to all company policies, procedures, and remote work best practices.

Skills

Communication

Troubleshooting

Remote tools

Ticketing systems

Time management

Education

Technical qualification

Tools

Remote support tools

Ticketing systems

Job description

About the Role

Our client is looking for a motivated and customer-focused Technical Support Technician to join their fully remote team, supporting clients in and around Queenstown. This role is crucial for providing first-line technical assistance and troubleshooting for a range of equipment and systems. You will engage with clients via phone, email, and chat to diagnose issues, guide them through solutions, and escape complex problems when necessary. The ideal candidate will possess excellent communication skills, a patient demeanor, and a strong aptitude for understanding and explaining technical concepts. Working remotely, you will need to be self-disciplined, organized, and adept at managing your time effectively to meet service level agreements. This position offers the flexibility of working from home while contributing to the operational success of our clients through reliable technical support within the Installation & Maintenance sector. Your ability to quickly understand user issues and provide clear, actionable advice will be key to success.

Key Responsibilities

• Provide remote technical support to clients experiencing issues with equipment and systems.
• Diagnose hardware and software problems, guiding users through step-by-step solutions.
• Respond to support tickets and inquiries in a timely and professional manner.
• Document all support interactions, troubleshooting steps, and resolutions in the ticketing system.
• Escalate unresolved issues to senior technicians or relevant departments according to established procedures.
• Maintain a high level of customer satisfaction through effective communication and problem resolution.
• Stay updated on product knowledge and technical documentation relevant to supported systems.
• Identify recurring technical issues and provide feedback to the team for service improvement.
• Assist in the creation and maintenance of knowledge base articles for common user problems.
• Adhere to all company policies, procedures, and remote work best practices.

Requirements

• A relevant technical qualification or proven experience in a technical support role.
• Minimum of 2 years of experience providing technical support, preferably in the Installation & Maintenance field.
• Excellent understanding of common hardware and software issues.
• Strong troubleshooting and problem-solving skills.
• Exceptional verbal and written communication skills, with the ability to explain technical terms clearly.
• Proficiency in using remote support tools and ticketing systems.
• Ability to work independently, manage time efficiently, and meet deadlines in a remote environment.
• Must have a reliable internet connection and a dedicated workspace for remote work.
• Patience and a customer-centric approach to problem-solving.
• Familiarity with the Queenstown area is a plus but not essential due to the remote nature of the role.

Benefits

• Competitive annual salary of ZAR.
• Fully remote work arrangement with flexible hours.
• Opportunities for training and advancement within the technical support field.
• Contribution to a company focused on delivering excellent client service.
• Stable work environment with consistent support requests.
• Work from the comfort of your own home.