Remote Technical Support Agent (Contract)

Placements24; Mossel Bay; Hybride; ZAR 83 000 - 165 000; Plein temps

Avantages offerts par ce poste

Remote work

Home office setup

Knowledge base access

Résumé du poste

Placements24 is seeking a skilled Customer Support Agent to join a remote team. You will diagnose and resolve software issues, guide users through troubleshooting steps, and maintain a knowledge base.

The role requires proactive communication, strong documentation, and the ability to work independently from a home office. The ideal candidate has experience in technical customer support, familiarity with SaaS platforms, and excellent written and verbal skills to serve a diverse user base from

Qualifications

• Proven experience as a Customer Support Agent or in a similar technical support role.
• Strong understanding of software applications and troubleshooting methodologies.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• Proficiency with helpdesk software and ticketing systems (Zendesk, Freshdesk).
• Ability to work independently and manage workload in a remote environment.

Responsabilités

• Respond to customer inquiries and technical issues via email, chat, and phone.
• Diagnose and troubleshoot software-related problems, providing clear and concise solutions.
• Guide customers through step-by-step solutions and product usage instructions.
• Escalate complex technical issues to the appropriate internal teams with detailed information.
• Document all customer interactions, resolutions, and feedback in the support ticketing system.
• Contribute to the development and maintenance of a comprehensive knowledge base.
• Identify common issues and provide feedback to product development for improvements.
• Ensure adherence to SLAs for response and resolution times.
• Maintain a high level of customer satisfaction through efficient support.
• Stay up-to-date with product updates and new features to provide accurate support.

Connaissances

Customer support

Technical aptitude

Software troubleshooting

Communication

Documentation

Outils

Zendesk

Freshdesk

Description du poste

Placements24 is seeking a skilled Customer Support Agent to join a remote team. You will diagnose and resolve software issues, guide users through troubleshooting steps, and maintain a knowledge base.

The role requires proactive communication, strong documentation, and the ability to work independently from a home office. The ideal candidate has experience in technical customer support, familiarity with SaaS platforms, and excellent written and verbal skills to serve a diverse user base from