Remote Technical Support Specialist

Placements24; Durban; Hybrid; ZAR 551,000 - 881,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Home office stipend

Career development

Job summary

Placements24 is seeking a Remote Technical Support Specialist to join a fully remote team. You will be the first line of contact for clients, diagnosing problems and providing effective solutions from a home office.

Ideal candidates have strong communication skills, experience with Windows/macOS, and familiarity with support ticketing systems. This role offers a remote-first environment with opportunities for professional growth and ongoing training.

Qualifications

• Proven experience in a technical support or customer service role, remote preferred.
• Strong understanding of Windows and macOS, networks, and common software.
• Excellent communication and ability to explain technical concepts to non-technical users.
• Experience with remote support tools and ticketing systems.

Responsibilities

• Provide remote technical assistance and troubleshooting via phone, email, and chat for a diverse client base.
• Diagnose and resolve complex hardware, software, and network issues efficiently.
• Escalate unresolved issues to senior support staff or relevant departments, ensuring timely resolution.
• Maintain accurate records of customer interactions, problems, and solutions in the support ticketing system.
• Develop and update technical documentation, knowledge base articles, and user guides.
• Proactively identify trends in customer issues and provide feedback to product development teams for service improvements.

Skills

Remote support

Technical troubleshooting

Windows/macOS

Customer communication

Ticketing systems

Tools

Remote access tools

Ticketing systems

Job description

About the Role

Our client is seeking a highly skilled and motivated Remote Technical Support Specialist to join their fully remote team, supporting operations that may extend to or originate from Durban . In this role, you will be the primary point of contact for clients experiencing technical issues with our products and services. You will leverage your expertise to diagnose problems, provide effective solutions, and ensure a high level of customer satisfaction, all from the comfort of your home office. This position is perfect for an independent problem-solver who excels in communication and thrives in a virtual, collaborative environment, contributing to a company culture that prioritizes remote employee success and engagement.

Key Responsibilities

• Provide remote technical assistance and troubleshooting via phone, email, and chat for a diverse client base.
• Diagnose and resolve complex hardware, software, and network issues efficiently.
• Escalate unresolved issues to senior support staff or relevant departments, ensuring timely resolution.
• Maintain accurate records of customer interactions, problems, and solutions in the support ticketing system.
• Develop and update technical documentation, knowledge base articles, and user guides.
• Proactively identify trends in customer issues and provide feedback to product development teams for service improvements.

Requirements

• Proven experience in a technical support or customer service role, preferably in a remote capacity.
• Strong understanding of operating systems (Windows, macOS), network protocols, and common software applications.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency with remote support tools and ticketing systems.
• Ability to work independently, manage time effectively, and meet performance metrics in a remote-first setting.
• A dedicated, quiet workspace with a stable high-speed internet connection is mandatory.

Benefits

• Competitive salary tailored for remote work compensation.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off and company holidays.
• Home office equipment stipend to ensure a productive work environment.
• Opportunities for remote professional development and career advancement within the organization.