Remote Technical Support Lead

Placements24; Benoni; Hybrid; ZAR 700,000 - 900,000; Full time

Benefits offered by this job

Fully remote role

Career advancement

Professional development resources

Job summary

Placements24 is seeking a Remote Technical Support Lead to guide our technical support operations and team. This fully remote role requires strong technical acumen, leadership, and collaboration across distributed teams to ensure high-quality client support.

You will mentor staff, drive process improvements, and address complex issues while maintaining excellent client satisfaction from Benoni to global clients.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Extensive experience in technical support, with a proven track record of handling complex issues.
• Demonstrated leadership experience, managing or mentoring technical support teams.
• Strong understanding of network infrastructure, operating systems, and software applications.
• Excellent communication, problem-solving, and analytical skills.

Responsibilities

• Provide advanced technical support and troubleshooting for complex client issues.
• Lead and mentor a team of remote technical support specialists, setting performance standards.
• Develop and refine technical support procedures and best practices for efficiency.
• Analyze support tickets and trends to identify recurring issues and implement proactive solutions.
• Collaborate with engineering and product teams to relay client feedback and advocate for improvements.

Skills

Technical leadership

Technical support

Troubleshooting

Team mentoring

Communication

Education

Bachelor's degree in CS/IT

Job description

About the Role

Our client is searching for a skilled and experienced Remote Technical Support Lead to guide their technical support operations and team. This role is essential for ensuring clients receive prompt, effective, and high-quality technical assistance. As a lead, you will be responsible for troubleshooting complex technical issues, mentoring junior support staff, and contributing to the continuous improvement of support processes. This fully remote position demands strong technical acumen, excellent leadership qualities, and the ability to foster a collaborative environment among a distributed team. You will play a key part in maintaining client satisfaction through exceptional technical problem-solving in Benoni.

Key Responsibilities

• Provide advanced technical support and troubleshooting for complex client issues.


• Lead and mentor a team of remote technical support specialists, setting performance standards.


• Develop and refine technical support procedures and best practices for efficiency.


• Analyze support tickets and trends to identify recurring issues and implement proactive solutions.


• Collaborate with engineering and product teams to relay client feedback and advocate for improvements.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.


• Extensive experience in technical support, with a proven track record of handling complex issues.


• Demonstrated leadership experience, managing or mentoring technical support teams.


• Strong understanding of network infrastructure, operating systems, and software applications.


• Excellent communication, problem-solving, and analytical skills.

Benefits

• Highly competitive salary and comprehensive benefits package.


• Fully remote role with the flexibility to work from anywhere.


• Opportunities for career advancement and specialized training.


• Access to cutting-edge technology and professional development resources.


• A culture that values innovation, collaboration, and employee well-being.