Remote Technical Support Analyst

Placements24; Bloemfontein; Hybrid; ZAR 350,000 - 550,000; Full time

Benefits offered by this job

Remote work

Private medical insurance

Home office stipend

Career development opportunities

Job summary

Placements24 is hiring a Remote Technical Support Analyst in South Africa. The role is fully remote, ideally based in Bloemfontein or anywhere in SA. You will provide Tier 2/3 support for our software, diagnose issues, document resolutions, and collaborate with engineering to fix bugs.

Strong troubleshooting, familiarity with Windows/macOS/Linux, and excellent communication are essential. A home office setup and reliable internet are required for this remote position.

Qualifications

• 3+ years of experience in technical or software support.
• Strong software troubleshooting knowledge and methodologies.
• Experience with Windows, macOS, and Linux.
• Proficient with helpdesk software and remote support tools.
• Excellent written and verbal communication.
• Ability to work independently in a fully remote environment.
• Bachelor's degree in CS/IT or related field preferred.

Responsibilities

• Provide Tier 2 and Tier 3 technical support for software applications via remote channels (email, chat, phone).
• Diagnose and troubleshoot software defects, configuration issues, and user errors.
• Analyze user-reported problems and identify root causes.
• Document technical issues, troubleshooting steps, and resolutions in the ticketing system.
• Collaborate with development and QA teams to resolve complex bugs and issues.
• Assist in creating and updating technical documentation and user guides.
• Reproduce customer issues in a test environment for analysis.
• Escalate critical issues to senior management and development leads as needed.
• Provide feedback to product teams on recurring issues and improvements.
• Ensure timely resolution of tickets within SLAs.

Skills

Technical troubleshooting

Remote support

Customer communication

Analytical thinking

Education

Bachelor's degree in Computer Science/Information Technology

Tools

Helpdesk software

Remote support tools

Job description

About the Role

Our client, an international software development company, is seeking a skilled and motivated Remote Technical Support Analyst to join their global team. This position will be fully remote, with the candidate ideally located in or near Bloemfontein, Free State , or elsewhere in South Africa . You will provide expert technical assistance to users experiencing issues with our client's proprietary software solutions. This role requires a strong understanding of software troubleshooting, excellent communication abilities, and a commitment to delivering exceptional support. You will work closely with engineering and product teams to diagnose, document, and resolve complex technical problems. This is a prime opportunity to advance your IT career in a dynamic, remote-first environment, contributing to the success of innovative technology products. We are looking for problem-solvers who are adept at managing technical challenges and providing clear, effective solutions to a diverse user base.

Key Responsibilities

• Provide Tier 2 and Tier 3 technical support for software applications via remote channels (email, chat, phone).
• Diagnose and troubleshoot software defects, configuration issues, and user errors.
• Analyze user-reported problems and identify root causes.
• Document technical issues, troubleshooting steps, and resolutions thoroughly in the support ticketing system.
• Collaborate with development and QA teams to resolve complex bugs and issues.
• Assist in creating and updating technical documentation, knowledge base articles, and user guides.
• Reproduce customer issues in a test environment for further analysis.
• Escalate critical issues to senior management and development leads as needed.
• Provide feedback to product teams on recurring issues and potential improvements.
• Ensure timely resolution of support tickets within established SLAs.

Requirements

• Minimum of 3 years of experience in technical support, software support, or a similar IT role.
• Strong knowledge of software troubleshooting methodologies and tools.
• Experience with operating systems (Windows, macOS, Linux) and common business applications.
• Proficiency in using helpdesk software and remote support tools.
• Excellent analytical and problem-solving skills.
• Outstanding verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and manage workload effectively in a fully remote environment.
• A dedicated home office setup with reliable high-speed internet access is essential.
• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• Must be legally authorized to work in South Africa .

Benefits

This is a fully remote position offering a high degree of flexibility and autonomy. Our client offers a competitive annual salary and performance-based incentives. Employees benefit from a comprehensive private medical insurance plan and a contribution towards a retirement savings fund. Continuous learning and professional development opportunities are provided, including access to online courses and certifications. Join a global team that fosters innovation and collaboration, with ample opportunities for career growth within the company. This role allows you to work from anywhere within South Africa , providing a healthy work-life balance. We provide a stipend for home office equipment to ensure you have a productive work environment. Enjoy the benefits of a dynamic tech company without the daily commute. Be part of a company that values your contributions and invests in your professional journey.