Remote Tech Support Specialist (Software Helpdesk)

Placements24; Durban; Hybrid; ZAR 240,000 - 420,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Professional development

Remote work tools

Remote work culture

Job summary

WhatJobs Direct is seeking a Technical Support Agent to deliver first-line technical assistance for software solutions from a Durban-based client. The role supports end-users remotely, addressing issues via phone, email, and chat while maintaining excellent communication and thorough documentation.

You will troubleshoot software problems, guide users through solutions, and contribute to knowledge base resources.

Qualifications

• Experience in a technical support or helpdesk role.
• Strong troubleshooting methodologies.
• Excellent communication and active listening; translate technical jargon for users.
• Proficiency with Windows and macOS; common productivity software.
• Experience with Zendesk or Jira Service Desk.

Responsibilities

• Provide prompt technical support to end-users via phone, email, and chat.
• Troubleshoot software issues, identify root causes, and implement solutions.
• Guide users through installation, configuration, and operational steps.
• Document interactions and resolutions in the ticketing system.
• Escalate unresolved issues to senior support or development teams.
• Contribute to support docs, FAQs, and knowledge base articles.
• Monitor system performance and user feedback for issues.
• Maintain high customer satisfaction through timely support.
• Participate in training to improve product knowledge.

Skills

Technical support

Customer service

Active listening

Clear communication

Remote work

Education

High school diploma

Technical certification

Degree advantageous

Tools

Zendesk

Jira Service Desk

Job description

WhatJobs Direct is seeking a Technical Support Agent to deliver first-line technical assistance for software solutions from a Durban-based client. The role supports end-users remotely, addressing issues via phone, email, and chat while maintaining excellent communication and thorough documentation.

You will troubleshoot software problems, guide users through solutions, and contribute to knowledge base resources.