Remote Technical Support Specialist

Placements24; Polokwane; Hybrid; ZAR 45,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Remote work tools

Job summary

Placements24 is seeking a Remote Technical Support Specialist to deliver expert assistance to a globally distributed user base. Working from a home office, you will diagnose issues, guide users through fixes, and document findings to improve support knowledge.

You will collaborate with Tier 2 and development teams, create help articles, and maintain thorough records while delivering clear, empathetic communication in a fast-paced remote environment.

Qualifications

• Experience in technical support or IT helpdesk.
• Strong understanding of common software applications, operating systems, and basic networking concepts.
• Excellent problem-solving, analytical, and diagnostic skills.
• Exceptional written and verbal communication skills.

Responsibilities

• Provide remote, first-level technical support for software products via phone, email, and chat.
• Troubleshoot and diagnose software issues, providing step-by-step guidance to users.
• Escalate complex technical problems to Tier 2 support or development teams with detailed diagnostic information.
• Create and update technical documentation, FAQs, and knowledge base articles.
• Maintain accurate and thorough records of all support interactions and resolutions.

Skills

Technical support

Remote communication

Documentation

Problem solving

Written communication

Education

High school diploma

Technical certifications

Tools

Ticketing systems

Remote access tools

OS & networking basics

Job description

About the Role

Our client is looking for a proficient Remote Technical Support Specialist to enhance their technical assistance capabilities for a globally distributed customer base. Operating entirely from a home office, you will be the front line for addressing and resolving complex technical challenges our users encounter with our software products. Your expertise in diagnosing issues, providing clear solutions, and documenting technical findings will be critical. This role is ideal for an experienced technical professional who is self-motivated, an excellent communicator, and thrives in a remote, collaborative setting, driving customer satisfaction through effective problem-solving.

Key Responsibilities

• Provide remote, first-level technical support for software products via phone, email, and chat.
• Troubleshoot and diagnose software issues, providing step-by-step guidance to users.
• Escalate complex technical problems to Tier 2 support or development teams with detailed diagnostic information.
• Create and update technical documentation, FAQs, and knowledge base articles.
• Identify recurring technical issues and provide feedback for product improvement.
• Maintain accurate and thorough records of all support interactions and resolutions.

Requirements

• Proven experience in technical support , IT helpdesk, or a similar role, preferably in a remote capacity.
• Strong understanding of common software applications, operating systems, and basic networking concepts.
• Excellent problem-solving, analytical, and diagnostic skills.
• Proficiency with remote support tools and ticketing systems.
• Exceptional written and verbal communication skills, ability to explain technical details clearly.
• High school diploma required; relevant certifications or a degree in a technical field are a plus.

Benefits

• Competitive salary and performance incentives.
• Fully remote position offering significant work-life flexibility.
• Access to cutting-edge technology and remote work tools.
• Comprehensive health, dental, and vision insurance.
• Opportunities for virtual training and professional skill development.