Remote Technical Support Specialist

Placements24; Mossel Bay; Hybrid; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Competitive salary

Remote work

Health coverage

Home office allowance

Professional development

Collaborative team

Job summary

Placements24 is seeking a highly motivated Remote Technical Support Specialist, based virtually from Mossel Bay, to deliver first-line technical support to clients worldwide. You will troubleshoot hardware, software, and systems and guide customers through installations and maintenance.

The role requires exceptional communication, solid technical knowledge, and the ability to work independently in a remote setting, with a full remote work arrangement and performance-based incentives.

Qualifications

• Proven experience in a technical support or customer service role, preferably remotely.
• Strong understanding of installation and maintenance concepts relevant to IT or equipment.
• Excellent troubleshooting methodology and problem-solving skills.
• Exceptional verbal and written communication skills, with the ability to articulate technical information clearly.

Responsibilities

• Provide first-level technical support and troubleshooting for hardware, software, and system-related issues via remote channels (phone, email, chat, video).
• Guide customers through installation, setup, and maintenance procedures for various products and services.
• Diagnose and resolve technical problems, escalating complex issues to higher-tier support or engineering teams as needed.
• Maintain accurate and detailed records of customer interactions and resolutions in the support ticketing system.
• Contribute to the development of the knowledge base by creating and updating support documentation and FAQs.
• Ensure prompt and satisfactory resolution of all customer inquiries and technical issues, meeting defined SLAs.

Skills

Technical support

Remote work

Troubleshooting

Customer service

Communication

Ticketing systems

Remote tools

Tools

Remote support tools

Job description

About the Role

Our client is seeking a highly motivated and customer-focused Remote Technical Support Specialist to join their expanding operations, based virtually from Mossel Bay . This role is integral to our client's Installation & Maintenance support structure, offering unparalleled remote assistance to clients worldwide. You will be the first point of contact for technical inquiries, troubleshooting complex issues, and ensuring client satisfaction through efficient and effective support. This position requires exceptional communication skills, a deep understanding of technical systems, and the ability to work independently and proactively in a remote setting, embodying our client's commitment to excellence in service delivery.

Key Responsibilities

• Provide first-level technical support and troubleshooting for hardware, software, and system-related issues via remote channels (phone, email, chat, video).
• Guide customers through installation, setup, and maintenance procedures for various products and services.
• Diagnose and resolve technical problems, escalating complex issues to higher-tier support or engineering teams as needed.
• Maintain accurate and detailed records of customer interactions and resolutions in the support ticketing system.
• Contribute to the development of the knowledge base by creating and updating support documentation and FAQs.
• Ensure prompt and satisfactory resolution of all customer inquiries and technical issues, meeting defined SLAs.

Requirements

• Proven experience in a technical support or customer service role, preferably in a remote capacity.
• Strong understanding of installation and maintenance concepts relevant to IT or specific equipment.
• Excellent troubleshooting methodology and problem-solving skills.
• Exceptional verbal and written communication skills, with the ability to articulate technical information clearly.
• Proficiency with remote support tools, ticketing systems, and common operating systems.
• Ability to work independently, manage time effectively, and maintain a high level of productivity remotely.

Benefits

• Competitive annual salary with performance-based incentives.
• Full remote work arrangement, offering exceptional flexibility and work-life balance.
• Comprehensive health, dental, and vision insurance plans.
• Allowance for home office setup and internet connectivity.
• Opportunities for continuous learning and professional development.
• A supportive and collaborative virtual team environment.