Remote Technical Support Analyst — Software Solutions

Placements24

Stellenbosch

Hybrid

ZAR 360,000 - 480,000

Full time

3 days ago

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Benefits offered by this job

Fully remote work environment

Laptop and licenses provided

Professional development opportunities

Comprehensive health insurance

Job summary

Placements24 is seeking a Remote Technical Support Analyst to join a distributed team. You will be the primary technical contact for clients, diagnosing and resolving issues to ensure smooth operation of specialized software in a fully remote role.

A strong analytical mindset and excellent communication are essential as you collaborate with development and customer success teams. The role offers a remote work setup with preference for candidates located in or near Stellenbosch, Western Cape, ZA.

Qualifications

Minimum of 3 years of experience in technical support or IT helpdesk.
Strong troubleshooting and problem-solving skills with a logical approach.
Excellent verbal and written communication skills.

Responsibilities

Provide remote technical support to clients via phone, email, and chat.
Troubleshoot, diagnose, and resolve complex technical problems including bugs and connectivity issues.
Document all support interactions and resolutions in the ticketing system.
Escalate unresolved issues to development or senior teams with detailed information.
Assist clients with software installation, configuration and upgrades.
Create and maintain technical documentation and user guides.
Identify potential issues and provide recommendations for system improvements.
Collaborate with Customer Success to ensure a seamless client experience.
Stay updated on software updates and industry best practices.
Contribute to improving support processes and customer satisfaction.