Remote Customer Support Specialist (Advanced Technical)

Placements24; Mossel Bay; Hybrid; ZAR 420,000 - 620,000; Full time

Benefits offered by this job

Fully remote position

Home office stipend

Health, dental, vision insurance

Professional growth & training

Access to AI/data analytics tech

Generous paid time off

Retirement savings plan

Virtual team-building

Job summary

Placements24 is hiring a Remote Customer Support Specialist to provide advanced technical support for an AI-powered analytics platform. The role emphasizes complex troubleshooting, API and data integration tasks, and remote collaboration with cross-functional teams.

The ideal candidate has 4–6 years of experience in technical support, strong data analytics knowledge, and excellent communication skills. This is a fully remote position serving clients internationally from South Africa.

Qualifications

• 4–6 years in technical customer support with a focus on complex software troubleshooting.
• Strong understanding of data analytics concepts, AI principles, and cloud platforms (AWS/Azure).
• Proficiency in diagnosing APIs, data integration, and database management.
• Excellent written and verbal communication, able to explain technical topics clearly.
• Experience working remotely using collaboration tools like Slack, Zoom, Jira.

Responsibilities

• Provide advanced technical support and troubleshooting for complex issues on the analytics platform.
• Investigate user-reported problems through logs and diagnostics.
• Guide users through complex configurations, data imports and feature utilization.
• Escalate unresolved issues to Tier 3 and document context thoroughly.
• Build and maintain a knowledge base with tutorials and FAQs.
• Collaborate with product and engineering teams to give feedback and help roadmap.
• Assist in onboarding new remote support members and monitor SLA adherence.
• Advocate for the voice of the customer to improve UX and product value.

Skills

Technical troubleshooting

Data analytics

AI concepts

Remote collaboration

Communication skills

Education

Bachelor's degree in CS/IT

Tools

Slack

Zoom

Jira

Job description

Our client, a cutting-edge technology firm specializing in AI-driven data analytics, is seeking a highly skilled and motivated Remote Customer Support Specialist with advanced technical capabilities. This is a fully remote position, allowing you to work from anywhere in South Africa while providing critical support to our client's international user base. You will be the primary point of contact for complex technical inquiries, troubleshooting intricate software issues, and ensuring our clients can leverage our client's powerful platform to its full potential. The ideal candidate possesses a deep understanding of software, data, and user experience, coupled with exceptional communication and problem-solving skills. Join a progressive company that is at the forefront of technological innovation and offers a truly remote-first work culture. We are dedicated to empowering our employees and fostering a strong sense of community, regardless of physical location.

Key Responsibilities

• Provide advanced technical support and in-depth troubleshooting for users experiencing complex issues with our client's AI-powered analytics platform.
• Analyze user-reported problems, including software bugs, integration issues, and performance anomalies, through detailed investigation and log analysis.
• Guide users through intricate software configurations, data import processes, and advanced feature utilization.
• Escalate unresolved or critical issues to the Tier 3 support or development teams, providing comprehensive documentation and context.
• Develop and maintain a comprehensive knowledge base, contributing articles, FAQs, and troubleshooting guides for advanced technical topics.
• Collaborate with product management and engineering teams to provide feedback on user issues and contribute to product improvement roadmaps.
• Assist in training and onboarding new remote support team members on technical aspects of the platform.
• Proactively monitor support channels and user feedback to identify potential widespread issues or trends.
• Manage a high volume of technical support requests efficiently, ensuring adherence to strict SLAs and maintaining exceptional customer satisfaction ratings.
• Champion the voice of the customer within the organization, advocating for solutions that enhance user experience and product value.

Requirements

• Minimum of 4-6 years of experience in technical customer support, with a significant focus on complex software troubleshooting and a proven ability to handle advanced inquiries.
• Strong technical aptitude and demonstrated understanding of data analytics concepts, AI principles, and cloud-based platforms (e.g., AWS, Azure).
• Proficiency in diagnosing and resolving issues related to APIs, data integration, and database management.
• Excellent analytical and problem-solving skills, with a meticulous approach to issue resolution.
• Exceptional written and verbal communication skills, capable of explaining complex technical subjects clearly and concisely to a diverse audience.
• Experience working effectively in a fully remote environment using collaboration tools (e.g., Slack, Zoom, Jira).
• Self-motivated, highly organized, and able to manage time effectively with minimal supervision.
• A strong customer advocacy mindset and a commitment to delivering outstanding support experiences.
• Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
• Experience with scripting languages (e.g., Python) for diagnostics or automation is a plus.

Benefits

• Highly competitive salary commensurate with extensive technical expertise.
• Fully remote position offering ultimate flexibility and work-life balance.
• Comprehensive health, dental, and vision insurance plans.
• Generous home office stipend for equipment and internet costs.
• Opportunities for significant professional growth, skill enhancement, and specialized training.
• Access to cutting-edge AI and data analytics technologies.
• A vibrant, inclusive, and collaborative virtual work culture.
• Generous paid time off and company holidays.
• Retirement savings plan with company contributions.
• Regular virtual team-building activities and professional development workshops.