Remote Technical Support Specialist

Placements24; Rustenburg; Hybrid; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Fully remote work

Flexible hours

Health insurance

Retirement plan

Certifications and training

Job summary

Placements24 is seeking a highly skilled Remote Technical Support Specialist to diagnose complex software and hardware issues and guide customers through troubleshooting steps. This fully remote role offers flexible hours and the opportunity to work from home across South Africa.

You will handle Tier 2/3 support, document solutions, collaborate with engineering, and contribute to knowledge bases while delivering exceptional customer service and continuous learning opportunities.

Qualifications

• 3+ years in technical support or a similar role.
• Strong understanding of Windows, macOS and Linux operating systems.
• Experience with remote support tools and ticketing systems.
• Able to diagnose and troubleshoot software/hardware problems.
• Excellent written and verbal communication skills.

Responsibilities

• Provide Tier 2 and Tier 3 technical support via phone, email, and remote sessions.
• Diagnose and resolve complex software and hardware issues; perform root cause analysis.
• Document solutions, troubleshooting guides, and knowledge base articles.
• Collaborate with engineering to report bugs and suggest product improvements.
• Manage and prioritize support tickets to ensure timely resolution.
• Assist with user onboarding and training on technical aspects of the product.

Skills

Windows

macOS

Linux

Networking

Troubleshooting

Remote support

Ticketing systems

Written communication

Tools

Remote support tools

Ticketing systems

Job description

About the Role

Our client is seeking a highly skilled and proactive Remote Technical Support Specialist to provide expert assistance to users of their software products. This is a fully remote position, allowing you to leverage your technical expertise from the comfort of your home office anywhere in South Africa . You will be responsible for diagnosing complex technical issues, guiding users through troubleshooting steps, and ensuring the seamless operation of our client's solutions. This role is critical for maintaining high levels of customer satisfaction and requires a deep understanding of technical systems and excellent problem-solving capabilities. You will collaborate with development and product teams to identify and resolve bugs and improve product functionality, contributing to a culture that values innovation and remote collaboration.

Key Responsibilities

• Provide Tier 2 and Tier 3 technical support to customers via phone, email, and remote sessions.
• Diagnose and resolve complex software and hardware issues, performing root cause analysis.
• Document technical solutions, troubleshooting guides, and knowledge base articles.
• Collaborate with engineering teams to report bugs and suggest product improvements based on customer feedback.
• Manage and prioritize support tickets effectively to ensure timely resolution.
• Assist with user onboarding and training on technical aspects of the product.

Requirements

• Minimum of 3 years of experience in technical support or a similar role.
• Strong understanding of operating systems (Windows, macOS, Linux) and network protocols.
• Proficiency in diagnosing and troubleshooting common software and hardware problems.
• Experience with remote support tools and ticketing systems.
• Excellent analytical and problem-solving skills.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly.

Benefits

• Competitive salary and performance incentives.
• Fully remote work arrangement with flexible hours.
• Opportunities for continuous learning and professional certifications.
• Comprehensive health insurance and retirement plan.
• A dynamic and innovative work environment with a focus on employee growth.