Remote Technical Support Specialist

Placements24; United States; Remote; USD 40,000 - 70,000; Full time

Benefits offered by this job

Competitive salary

Flexible hours

Equipment provided

Health benefits

Career growth

Job summary

Placements24 is seeking a Remote Technical Support Specialist to join a dispersed engineering team, delivering virtual assistance to clients experiencing technical issues with our products from a home office. You will diagnose problems, guide users through solutions, and document interactions in the CRM, while maintaining high customer satisfaction in a remote-first environment.

Strong communication, IT knowledge, and the ability to work autonomously are essential, with a focus on issue

Qualifications

• Proven experience in a technical support or customer service role, preferably in a remote setting.
• Strong understanding of IT systems, including operating systems, networking protocols, and common software applications.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Proficiency with remote support tools and ticketing systems.
• Ability to work autonomously, manage time effectively, and meet performance metrics.
• A dedicated home office setup with a stable high-speed internet connection is required.

Responsibilities

• Provide comprehensive technical support to customers via phone, email, and remote screen-sharing tools.
• Diagnose and resolve hardware, software, and network issues reported by users.
• Document customer interactions, technical issues, and resolutions accurately in the CRM system.
• Escalate complex technical problems to senior engineers or specialized support teams when necessary.
• Develop and maintain a knowledge base of common issues and their solutions.
• Proactively identify areas for product improvement based on customer feedback and recurring problems.

Skills

Technical support

Remote work

Customer service

Communication

Tools

CRM systems

Ticketing systems

Job description

About the Role

Our client is seeking a proficient and customer-focused Remote Technical Support Specialist to join their dispersed engineering team, supporting operations in George, Western Cape. This role is essential for providing virtual assistance to clients experiencing technical issues with our client's innovative products and services. You will leverage your expertise to diagnose problems, guide users through solutions, and ensure a seamless customer experience, all from the comfort of your home office. This is an excellent opportunity for an independent professional who excels in communication and problem-solving within a remote-first, dynamic technological environment.

Key Responsibilities

• Provide comprehensive technical support to customers via phone, email, and remote screen-sharing tools.
• Diagnose and resolve hardware, software, and network issues reported by users.
• Document customer interactions, technical issues, and resolutions accurately in the CRM system.
• Escalate complex technical problems to senior engineers or specialized support teams when necessary.
• Develop and maintain a knowledge base of common issues and their solutions.
• Proactively identify areas for product improvement based on customer feedback and recurring problems.

Requirements

• Proven experience in a technical support or customer service role, preferably in a remote setting.
• Strong understanding of IT systems, including operating systems, networking protocols, and common software applications.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Proficiency with remote support tools and ticketing systems.
• Ability to work autonomously, manage time effectively, and meet performance metrics.
• A dedicated home office setup with a stable high-speed internet connection is required.

Benefits

• Competitive remote salary and performance-based incentives.
• Flexible working hours to accommodate work-life balance.
• Access to company-provided technical equipment and software.
• Comprehensive health and wellness benefits package.
• Opportunities for professional growth and advancement within a forward-thinking company.