Remote Technical Support Agent

Placements24; LegKraal Gate; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Fully remote position

Competitive salary

Health, dental, and vision insurance

Professional development opportunities

Job summary

Placements24 is seeking a Remote Technical Support Agent to join a fully remote team serving clients nationwide, with an emphasis on the Mahikeng region. You will provide timely technical assistance, resolve hardware, software, and connectivity issues, and maintain high customer satisfaction.

The role requires proven remote support experience, strong troubleshooting, and excellent communication skills. A high school diploma is required, with IT certifications valued.

Qualifications

• Proven experience in a remote technical support or helpdesk role.
• Strong technical aptitude with in-depth knowledge of operating systems, software applications, and hardware troubleshooting.
• Excellent problem-solving, analytical, and diagnostic skills.
• Proficiency with remote support tools, ticketing systems, and CRM software.
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
• High school diploma required; IT certifications (e.g., CompTIA, Microsoft) are highly valued.

Responsibilities

• Provide comprehensive technical support to customers via phone, email, and remote desktop tools.
• Diagnose and resolve a wide range of technical issues, including software malfunctions, hardware problems, and network connectivity issues.
• Document all support interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
• Guide users through step-by-step solutions and educate them on best practices.
• Escalate complex technical problems to higher-level support teams when necessary, providing all relevant details.
• Contribute to the development of the knowledge base by creating and updating support articles.

Skills

Remote technical support

Technical troubleshooting

Communication skills

CRM software

Ticketing systems

Remote desktop tools

Hardware knowledge

Software knowledge

Education

High school diploma

IT certifications (CompTIA, Microsoft)

Tools

Remote support tools

Ticketing systems

CRM software

Job description

About the Role

Our client is looking for a highly skilled and independent Remote Technical Support Agent to join their fully remote team, serving clients nationwide but based remotely with an operational focus supporting the Mahikeng region. This role is crucial for providing immediate and effective technical assistance to customers, resolving hardware, software, and connectivity issues. You will be a key player in maintaining customer satisfaction and ensuring smooth operations for our client's user base. This is an ideal opportunity for an experienced IT professional who excels in a remote work environment and possesses strong troubleshooting capabilities, contributing to our client's presence in the North West province.

Key Responsibilities

• Provide comprehensive technical support to customers via phone, email, and remote desktop tools.
• Diagnose and resolve a wide range of technical issues, including software malfunctions, hardware problems, and network connectivity issues.
• Document all support interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
• Guide users through step-by-step solutions and educate them on best practices.
• Escalate complex technical problems to higher-level support teams when necessary, providing all relevant details.
• Contribute to the development of the knowledge base by creating and updating support articles.

Requirements

• Proven experience in a remote technical support or helpdesk role.
• Strong technical aptitude with in-depth knowledge of operating systems, software applications, and hardware troubleshooting.
• Excellent problem-solving, analytical, and diagnostic skills.
• Proficiency with remote support tools, ticketing systems, and CRM software.
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
• High school diploma required; relevant IT certifications (e.g., CompTIA, Microsoft) are highly valued.

Benefits

• Competitive salary package reflecting remote expertise.
• Fully remote position offering maximum flexibility and work-life balance.
• Access to continuous learning and professional development opportunities.
• Comprehensive health, dental, and vision insurance.
• A supportive and collaborative virtual team environment.