Remote Technical Support Specialist

Placements24; Centurion; Hybrid; ZAR 240,000 - 420,000; Full time

Benefits offered by this job

Fully remote

Health benefits

Incentives

Career growth

Training resources

Job summary

Placements24 is seeking a highly motivated Remote Technical Support Specialist to join our distributed team. This role provides first-line technical assistance to clients from a home office, with a focus on Centurion and surrounding areas, supporting hardware and software in an installation and maintenance context.

Responsibilities include troubleshooting issues, guiding users through solutions, managing support tickets, and escalating when needed.

Qualifications

• Proven experience in a technical support or customer-facing IT role.
• Strong troubleshooting and problem-solving skills with clear communication.
• Proficiency with remote support tools and CRM software.

Responsibilities

• Provide prompt remote technical support to clients via phone, email, and chat.
• Troubleshoot installation processes, configurations, and equipment functionality.
• Guide users through step-by-step hardware and software solutions.
• Document all interactions and resolutions in the CRM system.
• Collaborate with engineering and product teams to identify trends and improvements.
• Manage and prioritize a queue of support tickets for timely resolutions.

Skills

Technical support

Troubleshooting

CRM software

Remote work

English communication

Tools

CRM software

Remote support tools

Job description

About the Role

Our client is seeking a highly motivated and technically proficient Remote Technical Support Specialist to join their distributed team, based remotely with a focus on supporting clients in the Centurion region and beyond. This role is critical for providing first-line technical assistance and resolving complex issues for users interacting with the company's specialized installation and maintenance hardware and software. You will leverage your expertise to guide customers through troubleshooting steps, manage support tickets, and **escalate** issues as needed, all while working from your home office. This is an excellent opportunity for a detail-oriented individual who excels in remote collaboration and enjoys solving technical challenges for a global client base within the Installation & Maintenance sector.

Key Responsibilities

• Provide prompt and effective remote technical support to clients via phone, email, and chat.
• Troubleshoot and diagnose issues related to installation processes, system configurations, and equipment functionality.
• Guide users through step-by-step solutions for hardware and software problems.
• Document all support interactions, resolutions, and feedback in the company's CRM system.
• Collaborate with engineering and product teams to identify trends and suggest improvements for products and support documentation.
• Manage and prioritize a queue of support tickets, ensuring timely resolution of customer issues.

Requirements

• Proven experience in a technical support or similar customer-facing IT role.
• Strong understanding of installation and maintenance procedures for relevant systems.
• Excellent troubleshooting and problem-solving skills, with the ability to explain technical concepts clearly.
• Proficiency with remote support tools and CRM software.
• Ability to work independently and manage time effectively in a remote setting.
• Strong written and verbal communication skills in English are essential.

Benefits

• Competitive salary and performance-based incentives.
• Fully remote work arrangement, offering flexibility and work-life balance.
• Comprehensive health and wellness benefits package.
• Opportunities for career advancement within a growing tech company.
• Access to online training resources and professional development programs.