Remote Technical Support Specialist

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

Benefits offered by this job

Competitive salary commensurate with经验

Job summary

Placements24 is seeking a proactive Remote Technical Support Specialist to join our fully remote team. You will be the first line of assistance for clients, diagnosing issues remotely and guiding them through resolutions with clear, concise communication.

The role requires strong hardware, software, and networking knowledge, experience with CRM and ticketing tools, and the ability to work autonomously in a virtual environment while delivering excellent customer service to a global client base.

Qualifications

• Experience in technical support or customer service, preferably remote.
• Strong computer hardware, software and networking knowledge.
• Excellent problem-solving and communication abilities for non-technical users.
• Self-motivated, disciplined and autonomous in a virtual environment.

Responsibilities

• Provide remote technical support via phone, email and chat to diagnose and resolve customer issues.
• Troubleshoot hardware, software, and network-related problems for clients.
• Guide users through step-by-step solutions with clear explanations.
• Maintain detailed records of support interactions in the CRM system.
• Escalate complex issues to senior technical teams when necessary.
• Contribute to the knowledge base by documenting common issues and solutions.

Skills

Technical support experience

Customer service

Networking fundamentals

Remote troubleshooting

Communication skills

CRM familiarity

Ticketing systems

Tools

CRM system

Ticketing systems

Remote support tools

Job description

Our client is seeking a proactive and technically adept Remote Technical Support Specialist to join their fully remote team, serving clients primarily in the Paarl, Western Cape region, but with a global reach. This role is crucial for providing high-level technical assistance and troubleshooting for our client's diverse range of products and services. You will be the first point of contact for clients facing technical challenges, diagnosing issues remotely and guiding them through resolutions. The ideal candidate possesses exceptional communication skills, a deep understanding of technical systems, and the ability to work independently in a virtual environment, contributing to a culture of excellent remote customer service and technical problem-solving.

Key Responsibilities

• Provide remote technical support via phone, email, and chat to diagnose and resolve customer issues.
• Troubleshoot hardware, software, and network-related problems for clients.
• Guide users through step-by-step solutions, explaining technical concepts clearly and concisely.
• Maintain detailed records of support interactions, issues, and resolutions in the CRM system.
• Escalate complex issues to appropriate senior technical teams or departments when necessary.
• Contribute to the knowledge base by documenting common issues and their solutions.

Requirements

• Proven experience in a technical support or customer service role, preferably in a remote setting.
• Strong understanding of computer hardware, software applications, and networking fundamentals.
• Excellent problem-solving and analytical skills with the ability to diagnose issues remotely.
• Exceptional verbal and written communication skills, with the ability to explain technical information to non-technical users.
• Self-motivated and disciplined, with the ability to manage time effectively and work autonomously.
• Familiarity with remote support tools and ticketing systems is a plus.

Benefits

• Competitive salary commensurate with experience.
• Fully remote work arrangement, offering flexibility and work-life balance.
• Comprehensive health, dental, and vision insurance plans.
• Opportunities for continuous learning and professional development in remote IT support.
• A supportive and collaborative virtual team environment.