Remote Technical Support Analyst — Expert Troubleshooter

Placements24; Johannesburg; Hybrid; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Fully remote work arrangement

Competitive salary and incentives

Medical, dental, and vision insurance

Generous paid time off and holidays

Professional growth and certifications

Access to cutting-edge technology and

Collaborative remote team culture

Job summary

Placements24 is seeking an experienced Technical Support Analyst to join its remote operations team. The role involves providing in-depth technical assistance, diagnosing complex software and system issues, and developing robust support strategies.

The ideal candidate will have strong troubleshooting skills, cross-platform OS knowledge, and excellent communication to engage with a diverse client base. The position offers fully remote work, competitive salary, comprehensive benefits, and

Qualifications

• 4+ years in a technical support or analyst role.
• Experience diagnosing and resolving complex software/hardware issues.
• Strong knowledge of operating systems (Windows/macOS/Linux) and networking.
• Experience with CRM and ticketing systems such as Salesforce or Zendesk.
• Excellent written and verbal communication skills.

Responsibilities

• Provide advanced technical support and troubleshooting for complex software and system issues.
• Analyze user-reported problems, identify root causes, and implement effective solutions.
• Develop and maintain technical documentation, guides, FAQs, and knowledge base articles.
• Collaborate with development and QA teams to resolve bugs and product issues.
• Monitor system performance and identify potential issues before they impact users.
• Manage support tickets efficiently, ensuring adherence to SLAs.
• Assist in training clients and internal staff on product features and troubleshooting techniques.
• Contribute to continuous improvement of support processes and tools.
• Act as a point of escalation for complex technical challenges.

Skills

Analytical thinking

Communication

Scripting (Python/PowerShell)

Independent/Remote work

Problem-solving

Tools

Salesforce

Zendesk

Windows

macOS

Linux

Job description

Placements24 is seeking an experienced Technical Support Analyst to join its remote operations team. The role involves providing in-depth technical assistance, diagnosing complex software and system issues, and developing robust support strategies.

The ideal candidate will have strong troubleshooting skills, cross-platform OS knowledge, and excellent communication to engage with a diverse client base. The position offers fully remote work, competitive salary, comprehensive benefits, and