Online Technical Support Agent

Placements24; Vereeniging; Hybrid; ZAR 741,000 - 1,235,000; Full time

Benefits offered by this job

Health insurance

Paid vacation and sick leave

Retirement savings options

Remote work flexibility

Job summary

WhatJobs Direct is seeking an Online Technical Support Agent to join a fully remote team. You will deliver expert technical assistance across software and hardware, explain complex concepts clearly, and maintain thorough logs to support a best-in-class customer experience.

The role emphasizes autonomous work in a flexible, remote setup with opportunities for ongoing training and professional development. Candidates should be tech-savvy, reliable, and customer-focused.

Qualifications

• Minimum of 3 years in technical support or related IT role.
• Excellent troubleshooting and problem-solving skills with a logical approach.
• Superb written and verbal communication, able to explain technical concepts clearly.
• Experience with remote support tools and ticketing systems.
• Reliable internet connection and a dedicated, distraction-free home office.

Responsibilities

• Provide expert technical support to customers via remote channels (email, chat, phone).
• Diagnose and troubleshoot software and hardware issues.
• Guide users through step-by-step solutions and product functionalities.
• Escalate unresolved issues to senior support or development teams.
• Maintain detailed logs of customer interactions and problems.
• Contribute to the knowledge base with articles and FAQs.
• Stay updated on product features, updates, and industry best practices.
• Identify recurring problems and suggest improvements to prevent recurrences.
• Ensure high customer satisfaction through professional, timely support.
• Participate in remote team meetings and training.

Skills

Technical support

Troubleshooting

Communication skills

Remote support tools

Ticketing systems

OS networking basics

Education

High school diploma or equivalent

Tools

Ticketing systems

Job description

About the Role

Our client, WhatJobs Direct, is on the lookout for a highly skilled Online Technical Support Agent to join their entirely remote team. This role is crucial for ensuring our customers receive top-tier technical assistance, resolving complex issues efficiently and effectively. As a remote-first company, we empower our employees with the flexibility to work from anywhere, fostering a culture of trust and autonomy. You will be the first line of defense for technical challenges, providing clear and concise solutions to a diverse user base. This position is ideal for a technically adept individual who is also an excellent communicator and possesses a strong sense of responsibility. If you are passionate about technology and dedicated to customer satisfaction, this remote opportunity offers significant scope for career advancement and professional development within a growing organization.

Key Responsibilities

Provide expert technical support to customers via remote channels (email, chat, phone). Diagnose and troubleshoot software and hardware issues. Guide users through step-by-step solutions and product functionalities. Escalate unresolved technical issues to senior support staff or development teams. Maintain detailed and accurate logs of customer interactions and technical problems. Contribute to the knowledge base by creating and updating support articles and FAQs. Stay abreast of new product features, updates, and industry best practices. Identify recurring technical problems and suggest improvements to prevent future occurrences. Ensure a high level of customer satisfaction through professional and timely support. Participate in regular remote team meetings and training sessions.

Requirements

Minimum of 3 years of experience in technical support or a related IT role. Strong understanding of operating systems, software applications, and network fundamentals. Excellent troubleshooting and problem-solving skills with a logical approach. Superb communication skills, both written and verbal, with the ability to explain technical concepts clearly. Experience with remote support tools and ticketing systems. High school diploma or equivalent; technical certifications or a degree are a significant advantage. Ability to work autonomously and manage time effectively in a remote setup. Must have a reliable internet connection and a dedicated, distraction-free home office environment. Patience and empathy when dealing with frustrated users. Willingness to adapt to flexible working hours if required.

Benefits

This role offers a competitive salary commensurate with experience and a comprehensive benefits package. Benefits include health insurance coverage, paid vacation and sick leave, and retirement savings options. Our client is invested in your professional growth, providing access to ongoing training and development programs. As a fully remote position, you benefit from the flexibility of working from home and can enjoy a better work-life balance. We provide the necessary technological tools and resources to ensure your success. Regular virtual team-building activities are organized to maintain a strong team cohesion and supportive atmosphere. Join a company that values innovation, customer focus, and employee well-being.