Laundry Remote Technical Support

Agent; South Africa; Remote; ZAR 200 000 - 300 000; Part time

Job summary

A remote support company is looking for a Technical Support Specialist to provide first-level support to customers, primarily small business owners using commercial laundry equipment. The role requires strong technical skills and at least 2 years of experience in support or equipment repair. You will troubleshoot issues and ensure high service standards while working flexibly as part of a remote team.

Qualifications

• 2+ years of experience in technical support or equipment repair.
• Experience with commercial washing machines is highly preferred.
• Ability to read and interpret technical manuals and schematics.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat.
• Diagnose and resolve technical issues remotely using manuals.
• Escalate complex cases to senior technicians as needed.

Skills

Technical support experience

Problem-solving ability

Customer service skills

Mechanical understanding

Attention to detail

Job description

Technical Support Specialist

Location: Remote (South Africa)

Hours: 9 am - 5 pm Pacific Time (flexibility for Central and Eastern coverage)

Compensation: USD $1,400–$1,600/month

Job Type: Contractor, 40 hrs/week

About the Role

Our client is seeking a Technical Support Specialist to join their expanding remote support team. In this role, you will provide first-level technical assistance to customers worldwide, primarily small business owners using commercial laundry equipment. You’ll troubleshoot mechanical and technical issues, guide customers through repairs, and ensure every interaction reflects the company´s high service standards.

The ideal candidate is technically inclined, patient, detail-oriented, and thrives in a problem-solving environment. Prior experience working with commercial washing machines is highly preferred.

Key Responsibilities

• Customer Support: Respond promptly to customer inquiries via phone, email, and chat regarding equipment operation or issues.

• Technical Troubleshooting: Diagnose and resolve issues remotely using manuals, schematics, and logical troubleshooting techniques—often based on incomplete customer descriptions.

• Escalation & Documentation: Escalate complex cases to senior technicians as needed while maintaining clear, detailed case notes for continuity.

• Customer Experience: Provide calm, empathetic, and professional support even in challenging situations, ensuring a positive customer experience.

• Cross-Selling: Identify opportunities to recommend replacement parts, accessories, or related services to enhance customer satisfaction.

• Follow-Up: Track pending service requests, especially when replacement parts are on backorder, and keep customers informed throughout the process.

• Collaboration: Work closely with production and technical teams to ensure consistent service quality and knowledge sharing.

Required Qualifications

• 2+ years of experience in technical support, field service, or equipment repair.

• Hands-on experience with commercial washing machines, dryers, or similar commercial equipment (e.g., Whirlpool, Maytag, Speed Queen, Electrolux, etc.) is a strong plus.

• Solid understanding of mechanical and electrical systems in commercial laundry or comparable equipment.

• Ability to read and interpret technical manuals and schematics.

• Exceptional communication and customer service abilities.

• Strong problem-solving mindset with a structured approach to diagnosing issues.

• Patience, empathy, and composure when dealing with frustrated customers.

• High attention to detail—especially in documenting service cases.

Nice to Have

• Prior experience in remote support environments or customer service for industrial/commercial products.

• Experience in sales or cross-selling parts and services.

• Background in appliance repair or maintenance for commercial-grade equipment.