Remote Technical Specialist - Installation & Support

Placements24; Randburg; Hybrid; ZAR 450,000 - 700,000; Full time

Benefits offered by this job

Fully remote work

Health insurance

Home office allowance

Professional development

Global client base

Job summary

Placements24 is seeking a Remote Technical Specialist to manage installations and provide ongoing support for clients from a fully remote environment. You will guide customers through setup and configuration, troubleshoot issues, and ensure a seamless user experience without on-site visits.

As the primary contact for many clients, you will document procedures, maintain knowledge bases, and collaborate with internal teams to escalate complex problems and provide product feedback.

Qualifications

• Proven experience in technical support or installation roles with remote focus.
• Strong IT infrastructure, networking, software deployment, and troubleshooting knowledge.
• Excellent communication skills and ability to explain technical concepts clearly.

Responsibilities

• Provide remote installation, configuration, and integration support.
• Diagnose and resolve client issues via phone, email, chat, or remote tools.
• Create and maintain technical documentation and knowledge base articles.
• Escalate complex issues to internal teams while providing product feedback.
• Manage support tickets to meet SLAs and ensure timely resolutions.
• Conduct remote training sessions to empower users with product knowledge.

Skills

Remote support

IT infrastructure

Networking

Troubleshooting

Communication

Remote desktop

Tools

Ticketing systems

Remote desktop software

Documentation tools

Job description

About the Role

Our client is looking for a dedicated Remote Technical Specialist to manage installations and provide ongoing support for their clients, all from a remote work environment. This vital role involves guiding customers through the setup and configuration of our products, troubleshooting technical issues, and ensuring a seamless user experience without requiring on-site presence. You will be the primary point of contact for many clients, requiring exceptional communication skills and a deep understanding of our technical offerings. The ideal candidate is a proactive problem-solver, highly organized, and comfortable working independently in a virtual setting. This is an excellent opportunity for a technically skilled individual who values flexibility and wants to contribute significantly to customer success from anywhere, supporting clients globally.

Key Responsibilities

• Provide remote assistance for the installation, configuration, and integration of client systems and software.
• Diagnose and resolve technical issues reported by clients through various communication channels (phone, email, chat, remote tools).
• Develop and maintain comprehensive technical documentation, including user manuals and knowledge base articles.
• Collaborate with internal teams to **escalate** complex issues and contribute to product improvement feedback.
• Manage customer support tickets efficiently, ensuring adherence to service level agreements (SLAs).
• Conduct remote training sessions to empower users with product knowledge and best practices.

Requirements

• Proven experience in a technical support, installation, or similar role with a strong emphasis on remote assistance.
• Excellent understanding of IT infrastructure, networking, software deployment, and troubleshooting techniques.
• Strong communication and interpersonal skills, with the ability to convey technical information clearly and patiently.
• Proficiency in using remote desktop software, ticketing systems, and other relevant support tools.
• Self-motivated and disciplined, with a proven ability to manage workload effectively in a remote setting.
• Experience in troubleshooting complex hardware or software environments is a significant advantage.

Benefits

• Competitive annual salary with potential performance bonuses.
• Fully remote work arrangement, offering unparalleled flexibility and work-life balance.
• Comprehensive health, dental, and vision insurance benefits.
• Generous allowance for home office equipment and continuous professional development.
• Opportunity to work with a global client base and advance within a dynamic tech company.