Remote Technical Support Specialist

Placements24

Stellenbosch

Hybrid

ZAR 250,000 - 420,000

Full time

6 days ago

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Benefits offered by this job

Health insurance

Remote bonuses

Paid time off

Professional development

Team culture

Job summary

Placements24 is seeking a highly skilled Remote Technical Support Specialist to provide exceptional assistance to diverse clients from a home office. You will be the first contact for technical issues, guiding users through troubleshooting steps to resolve hardware, software, and network problems.

In this fully remote role, you will document interactions in the CRM, contribute to knowledge bases, and escalate complex issues when needed.

Qualifications

Proven experience in a technical support or help desk role.
Strong knowledge of operating systems (Windows, macOS) and basic networking concepts.
Excellent troubleshooting and problem-solving abilities.
Exceptional communication and interpersonal skills with the ability to explain technical concepts clearly.
Ability to manage time effectively and work independently in a remote setting.
Experience with remote support tools and ticketing systems.

Responsibilities

Provide remote technical assistance to customers via phone, email, and chat, addressing hardware, software, and network-related issues.
Diagnose technical problems accurately and provide clear, step-by-step solutions.
Escalate complex issues to higher-level support teams when necessary, ensuring seamless follow-through.
Document all support interactions, solutions, and feedback in the CRM system.
Contribute to the knowledge base by creating and updating support articles and FAQs.
Proactively identify trends in customer issues and provide feedback to improve products and services.

Skills

Tech support experience

Windows/macOS knowledge

Networking basics

Troubleshooting

Communication skills

Remote work

Ticketing systems

Tools

CRM systems

Job description

About the Role

Our client is seeking a highly skilled Remote Technical Support Specialist to provide exceptional support to their diverse client base. In this fully remote role, you will be the first point of contact for technical issues, guiding users through troubleshooting steps to resolve hardware, software, and network problems efficiently and effectively. You will leverage your expertise to deliver timely solutions, maintain high customer satisfaction, and contribute to the smooth operation of our client's technological services from your home office. This position is ideal for a proactive problem-solver who excels in a remote work environment and possesses excellent communication skills, irrespective of their physical location near Stellenbosch .

Key Responsibilities

Provide remote technical assistance to customers via phone, email, and chat, addressing hardware, software, and network-related issues.
Diagnose technical problems accurately and provide clear, step-by-step solutions.
Escalate complex issues to higher-level support teams when necessary, ensuring seamless follow-through.
Document all support interactions, solutions, and feedback in the CRM system.
Contribute to the knowledge base by creating and updating support articles and FAQs.
Proactively identify trends in customer issues and provide feedback to improve products and services.

Requirements

Proven experience in a technical support or help desk role.
Strong knowledge of operating systems (Windows, macOS), common software applications, and basic networking concepts.
Excellent troubleshooting and problem-solving abilities.
Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
Ability to manage time effectively and work independently in a remote setting.
Experience with remote support tools and ticketing systems.

Benefits