Remote Installation Support Specialist

Placements24; Bloemfontein; Hybride; ZAR 180 000 - 280 000; Plein temps

Avantages offerts par ce poste

Remote-first role

Medical insurance

Retirement benefits

Professional growth opportunities

Résumé du poste

Placements24 is seeking a dedicated Remote Installation Support Specialist to join its fully remote team supporting clients across South Africa. You will guide customers through installation, troubleshoot issues, and provide clear, friendly remote assistance to ensure smooth product adoption.

The role requires excellent communication in English, strong technical aptitude, and the ability to work independently in a remote setup.

Qualifications

• Proven experience in a technical support, customer service or installation role.
• Excellent verbal and written communication in English.
• Ability to explain technical concepts clearly to non-technical users.

Responsabilités

• Provide remote technical support for installation and setup via phone, email, and chat.
• Guide users step-by-step through installation with clear instructions.
• Troubleshoot and resolve installation issues and identify root causes.
• Answer inquiries about product features and basic usage post-installation.
• Document all interactions and resolutions in the CRM system.
• Identify recurring issues and provide feedback to product teams.
• Develop and maintain installation knowledge base articles.
• Collaborate with other support teams to ensure a cohesive customer experience.
• Prioritize support requests to meet SLAs.
• Keep up-to-date with product updates and features.

Connaissances

Technical support

Customer service

Remote support

Troubleshooting

Outils

CRM software

Remote support tools

Description du poste

About the Role

Our client is looking for a dedicated and tech-savvy Remote Installation Support Specialist to join their fully remote team, supporting clients across **South Africa**. In this role, you will be instrumental in guiding customers through the installation process of our client's innovative products and services, providing clear, concise, and effective remote assistance. You will troubleshoot technical issues, answer product-related questions, and ensure a seamless setup experience for every user. This is a fantastic opportunity for individuals who thrive in a remote-first environment, possess excellent communication skills, and have a passion for technology and problem-solving. Your primary focus will be to ensure successful product adoption and customer satisfaction, regardless of the customer's location.

Key Responsibilities

• Provide remote technical support to customers for the installation and setup of our client's products/services via phone, email, and chat.
• Guide users step-by-step through installation processes, offering clear and patient instructions.
• Troubleshoot and resolve technical issues that customers may encounter during installation, identifying root causes and implementing effective solutions.
• Answer customer inquiries regarding product features, functionality, and basic usage post-installation.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Identify recurring technical issues and provide feedback to the product development team for potential improvements.
• Develop and maintain support documentation, FAQs, and knowledge base articles related to installation.
• Collaborate with other support teams to ensure a cohesive customer experience.
• Manage and prioritize support requests to meet response time SLAs.
• Continuously learn about new product updates and features to provide up-to-date support.

Requirements

• Proven experience in a technical support, customer service, or installation role, preferably in a remote setting.
• Excellent verbal and written communication skills in English.
• Strong understanding of common software installation processes and basic hardware troubleshooting.
• Ability to explain technical concepts clearly and simply to non-technical users.
• Proficiency with remote support tools and CRM software.
• Strong problem-solving skills and the ability to think critically under pressure.
• Self-motivated and able to work independently in a remote environment.
• High-speed internet connection and a dedicated, quiet workspace.
• A passion for technology and helping others succeed.
• Experience with (Specific Product Category, e.g., SaaS, hardware devices) is a plus.

Benefits

Our client offers a competitive salary package designed for remote employees. Comprehensive medical and retirement benefits are provided. You will enjoy the flexibility and autonomy of a fully remote work arrangement, eliminating commute times. Opportunities for professional growth and development are encouraged through online training and virtual team events. Our client fosters a strong virtual team culture, promoting collaboration and support among colleagues. This role provides the opportunity to work with cutting-edge technology and contribute to a growing company from the comfort of your home, anywhere in **South Africa**.