Remote Software Support Specialist

Placements24

Stellenbosch

Hybrid

ZAR 180,000 - 320,000

Full time

3 days ago

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Benefits offered by this job

Fully remote work environment

Competitive salary

Medical and dental insurance

Paid time off

Professional development opportunities

Stock options or bonuses

Advanced remote work tools

Virtual team events

Retirement savings

Software licenses for personal use

Job summary

Placements24 is seeking a motivated Technical Support Representative to join their remote team. You will provide high-level technical assistance to users of their software, diagnose issues, guide customers through solutions, and contribute to product improvements from anywhere in SA.

The role requires a strong technical background, excellent problem-solving and communication skills, and experience with CRM/ticketing systems.

Qualifications

Bachelor’s degree in Computer Science, IT, or related field, or equivalent practical experience.
Proven experience in technical support for software products.
Strong understanding of software development lifecycle and programming concepts.
Experience with Windows, macOS, Linux and web technologies.
Excellent written and verbal communication skills; ability to explain technical concepts clearly.
Experience with CRM/ticketing systems (Zendesk, Jira Service Desk).

Responsibilities

Provide remote technical support for software applications via phone, email, and chat.
Diagnose, troubleshoot, and resolve software-related issues reported by users.
Guide customers through product features and functionalities.
Escalate unresolved issues to development or engineering teams with detailed information.
Document support interactions, solutions, and common issues in a knowledge base.
Assist in testing new software releases and providing feedback.
Identify trends in support requests to inform product development.
Maintain a high level of customer satisfaction through timely and effective support.
Contribute to creating user guides and technical documentation.
Stay updated on software updates and new features.