Remote Technical Support Specialist

Placements24; Mtubatuba Local Municipality; Hybrid; ZAR 201,000 - 312,000; Full time

Benefits offered by this job

Remote work allowance

Flexible hours

Health insurance

Job summary

Placements24 is seeking a proficient Remote Technical Support Specialist to join our distributed support team in South Africa. You will diagnose issues and guide users through troubleshooting steps, delivering timely and effective assistance to clients remotely.

Key strengths include clear communication, strong technical acumen, and the ability to work independently in a home-office setup while maintaining accurate ticket records and contributing to knowledge bases.

Qualifications

• Proven experience in a technical support or customer service role, preferably in a remote capacity.
• Strong understanding of computer hardware, software, and network troubleshooting.
• Excellent communication and active listening skills, with the ability to explain technical concepts clearly.
• Proficiency with remote support tools and ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• A dedicated home office setup with reliable high-speed internet connectivity.

Responsibilities

• Provide remote technical support via phone, email, and chat to troubleshoot and resolve customer issues.
• Diagnose hardware and software problems and guide users through step-by-step solutions.
• Maintain accurate and detailed records of customer interactions and resolutions in the ticketing system.
• Escalate complex issues to higher-level support or engineering teams when necessary.
• Contribute to the knowledge base by documenting common issues and solutions.
• Proactively identify trends in support requests and provide feedback for product improvement.

Skills

Technical support experience

Communication skills

Troubleshooting (hardware)

Troubleshooting (software)

Troubleshooting (network)

Remote support tools

Ticketing systems

Time management

Home office setup

Tools

Remote support tools

Ticketing systems

Job description

About the Role

Our client is seeking a proficient and customer-focused Remote Technical Support Specialist to join their distributed support team, supporting clients remotely from anywhere in South Africa . You will be instrumental in providing exceptional technical assistance, diagnosing issues, and guiding users through troubleshooting steps to resolve problems with our client's cutting-edge products. This role is perfect for an individual who excels in communication, possesses strong technical acumen, and thrives in a work-from-home environment, ensuring that all customers receive timely and effective support regardless of their location.

Key Responsibilities

• Provide remote technical support via phone, email, and chat to troubleshoot and resolve customer issues.
• Diagnose hardware and software problems and guide users through step-by-step solutions.
• Maintain accurate and detailed records of customer interactions and resolutions in the ticketing system.
• Escalate complex issues to higher-level support or engineering teams when necessary.
• Contribute to the knowledge base by documenting common issues and solutions.
• Proactively identify trends in support requests and provide feedback for product improvement.

Requirements

• Proven experience in a technical support or customer service role, preferably in a remote capacity.
• Strong understanding of computer hardware, software, and network troubleshooting.
• Excellent communication and active listening skills, with the ability to explain technical concepts clearly.
• Proficiency with remote support tools and ticketing systems .
• Ability to work independently and manage time effectively in a remote setting.
• A dedicated home office setup with reliable high-speed internet connectivity.

Benefits

• Competitive salary and remote work allowance.
• Flexible working hours and a fully remote work arrangement.
• Comprehensive health insurance plan.
• Opportunities for career advancement and specialization.
• Regular virtual team-building activities and support.