Customer Support Specialist - Technical Troubleshooting

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Fully remote position

Work-from-home setup stipend

Career development opportunities

Job summary

Placements24 is seeking a Customer Support Specialist for a fully remote position based in South Africa. You will guide customers through setup, operation and troubleshooting of home security systems, handling inquiries via phone, email and chat.

Strong diagnostic and problem-solving skills, experience with CRM systems, and the ability to work independently in a remote environment are essential. Flexible hours including evenings/weekends may be required.

Qualifications

• Experience in technical support or customer service.
• Strong troubleshooting skills for electronic devices or software.
• Good written and verbal communication; ability to explain technical concepts clearly.

Responsibilities

• Provide first-level technical support via phone, email and chat.
• Troubleshoot hardware and software issues with diagnostic steps.
• Assist customers with installation, configuration and integration with smart home devices.
• Document all interactions and resolutions in the CRM system.
• Elevate complex issues to senior support or engineering teams.

Skills

Technical support

Customer service

Troubleshooting

Networking basics

CRM software

Education

High school diploma

Technical certification (plus)

Tools

CRM systems

Ticketing systems

Job description

About the Role

Our client, a leading provider of innovative home security solutions, is seeking a dedicated Customer Support Specialist with a strong background in technical troubleshooting. This position is based in Nelspruit, Mpumalanga, and offers a fully remote work arrangement, allowing you to provide expert assistance from your home office. You will be responsible for guiding customers through the setup, operation, and troubleshooting of our client's advanced security systems. This role requires excellent communication skills, patience, and a systematic approach to problem-solving. We are looking for individuals who are technically adept and passionate about ensuring customer safety and satisfaction. Join a growing team that is committed to providing cutting-edge technology and unparalleled support to customers in Nelspruit and beyond.

Key Responsibilities

• Provide first-level technical support to customers via phone, email, and chat regarding home security systems.
• Troubleshoot hardware and software issues, guiding customers through diagnostic steps and solutions.
• Assist customers with product installation, configuration, and integration with other smart home devices.
• Educate customers on the features and optimal usage of their security systems.
• Document all customer interactions, issues, and resolutions in the CRM system accurately.
• Identify recurring technical problems and elevate complex issues to senior technical support or engineering teams.
• Maintain up-to-date knowledge of company products, services, and troubleshooting procedures.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Ensure a high level of customer satisfaction by providing clear, concise, and effective technical guidance.
• Adhere to service level agreements (SLAs) for response and resolution times in this Yes remote role.

Requirements

• Previous experience in technical support or customer service, with a focus on troubleshooting electronic devices or software.
• Strong understanding of home security systems, networking concepts (Wi-Fi, IP addresses), and smart home technology is highly desirable.
• Excellent diagnostic and problem-solving skills.
• Outstanding verbal and written communication skills, with the ability to explain technical concepts clearly.
• Proficiency in using CRM software and ticketing systems.
• Ability to work independently, manage time effectively, and maintain productivity in a remote environment.
• Patience, empathy, and a customer-centric approach.
• High school diploma or equivalent required; a technical certification is a plus.
• Must have a reliable internet connection, a quiet workspace, and a suitable computer for this role based remotely in Nelspruit.
• Willingness to work flexible hours, including evenings or weekends, as required.

Benefits

• Fully remote position offering excellent work-life balance.
• Competitive salary and potential for performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Paid training and ongoing professional development opportunities.
• Opportunities for career growth within a leading technology company.
• Employee discounts on company products.
• A supportive and collaborative remote team culture.
• Retirement savings plan with company matching.
• Home office equipment stipend provided.
• Regular virtual team events and recognition programs.