Remote Software Support Analyst (Tier 2/3)

Placements24; Bloemfontein; Hybrid; ZAR 350,000 - 550,000; Full time

Benefits offered by this job

Remote work

Private medical insurance

Home office stipend

Career development opportunities

Job summary

Placements24 is hiring a Remote Technical Support Analyst in South Africa. The role is fully remote, ideally based in Bloemfontein or anywhere in SA. You will provide Tier 2/3 support for our software, diagnose issues, document resolutions, and collaborate with engineering to fix bugs.

Strong troubleshooting, familiarity with Windows/macOS/Linux, and excellent communication are essential. A home office setup and reliable internet are required for this remote position.

Qualifications

• 3+ years of experience in technical or software support.
• Strong software troubleshooting knowledge and methodologies.
• Experience with Windows, macOS, and Linux.
• Proficient with helpdesk software and remote support tools.
• Excellent written and verbal communication.
• Ability to work independently in a fully remote environment.
• Bachelor's degree in CS/IT or related field preferred.

Responsibilities

• Provide Tier 2 and Tier 3 technical support for software applications via remote channels (email, chat, phone).
• Diagnose and troubleshoot software defects, configuration issues, and user errors.
• Analyze user-reported problems and identify root causes.
• Document technical issues, troubleshooting steps, and resolutions in the ticketing system.
• Collaborate with development and QA teams to resolve complex bugs and issues.
• Assist in creating and updating technical documentation and user guides.
• Reproduce customer issues in a test environment for analysis.
• Escalate critical issues to senior management and development leads as needed.
• Provide feedback to product teams on recurring issues and improvements.
• Ensure timely resolution of tickets within SLAs.

Skills

Technical troubleshooting

Remote support

Customer communication

Analytical thinking

Education

Bachelor's degree in Computer Science/Information Technology

Tools

Helpdesk software

Remote support tools

Job description

Placements24 is hiring a Remote Technical Support Analyst in South Africa. The role is fully remote, ideally based in Bloemfontein or anywhere in SA. You will provide Tier 2/3 support for our software, diagnose issues, document resolutions, and collaborate with engineering to fix bugs.

Strong troubleshooting, familiarity with Windows/macOS/Linux, and excellent communication are essential. A home office setup and reliable internet are required for this remote position.