Remote Technical Support Specialist

Placements24; Bloemfontein; Hybrid; ZAR 350,000 - 500,000; Full time

Benefits offered by this job

Remote work

Annual bonuses

Health insurance

Home office allowance

Professional development

Job summary

Placements24 is seeking a skilled Remote Technical Support Specialist to join a fully distributed engineering and support team. You will provide high-level technical assistance to customers, resolving complex software and hardware issues while ensuring optimal user experience and system functionality.

This remote-first role offers flexibility to work from anywhere, connecting you with a global team dedicated to innovation and customer success.

Qualifications

• Minimum 4 years of experience in technical support or helpdesk with a remote focus.
• Proficient in Windows, macOS, Linux, networking, and common software.
• Bachelor's degree or equivalent practical experience in CS/IT.

Responsibilities

• Provide advanced technical support to customers via remote channels (phone, email, video).
• Diagnose, troubleshoot, and resolve complex software, hardware, and network issues remotely.
• Document all interactions and resolutions in the ticketing system.
• Develop and maintain technical documentation and knowledge base articles.
• Collaborate with development and QA to identify bugs and provide feedback for improvements.
• Conduct remote training sessions for customers on product usage and best practices.

Skills

Remote support

Operating systems

Networking

Troubleshooting

Analytical thinking

Communication

Education

Bachelor's degree in CS/IT

Job description

About the Role

Our client is seeking a skilled and motivated Remote Technical Support Specialist to join their fully distributed engineering and support team. In this role, you will provide high-level technical assistance to customers, resolving complex software and hardware issues to ensure optimal user experience and system functionality. You are passionate about technology and possess a strong aptitude for diagnosing and troubleshooting technical challenges. This fully remote position offers the flexibility to work from anywhere, connecting you with a global team dedicated to innovation and customer success, fostering a truly remote-first approach.

Key Responsibilities

• Provide advanced technical support to customers via remote channels, including phone, email, and video conferencing.
• Diagnose, troubleshoot, and resolve complex technical issues related to software, hardware, and network configurations.
• Document all support interactions, technical issues, and resolutions meticulously in the ticketing system.
• Develop and maintain technical documentation, including knowledge base articles, user guides, and troubleshooting manuals.
• Collaborate with development and QA teams to identify bugs and provide feedback for product improvements.
• Conduct remote training sessions for customers on product usage and best practices.

Requirements

• Minimum of 4 years of experience in technical support or helpdesk roles, with a strong emphasis on remote support.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
• Experience with troubleshooting hardware, software, and network connectivity issues remotely.
• Excellent analytical and problem-solving skills, with the ability to think critically under pressure.
• Strong verbal and written communication skills, essential for effective remote interaction.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

Benefits

• Highly competitive salary and potential for annual bonuses.
• Complete remote work environment with flexible hours.
• Comprehensive medical, dental, and vision insurance plans.
• Allowance for home office setup and internet expenses.
• Opportunities for continuous professional development and advanced certifications.