Remote Technical Support Specialist

Placements24; Vereeniging; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Remote work

Health/dental/vision insurance

Home office stipend

Company equipment

Career growth opportunities

Performance incentives

Job summary

Placements24 is seeking a Remote Technical Support Specialist to join a distributed team. You will guide customers through troubleshooting, resolve tech issues, and ensure a positive experience from your home office in Vereeniging or elsewhere.

Candidates should have strong communication, hardware/software knowledge, and experience with remote support tools. The role emphasizes self-motivation, autonomy, and collaboration with cross-functional teams.

Qualifications

• Experience in a Technical Support or Help Desk role.
• Strong knowledge of hardware, Windows/macOS, and common software.
• Excellent communication and problem-solving skills.
• Experience with remote support tools and ticketing systems.

Responsibilities

• Provide high-quality technical support to customers via phone, email, and chat channels.
• Diagnose and resolve software and hardware issues, document steps, escalate as needed.
• Assist customers with installations, configurations, and usage inquiries.
• Maintain accurate records in the CRM system.
• Contribute to the knowledge base with articles and FAQs.
• Stay up-to-date with product updates and best practices in technical support.

Skills

Technical Support

Customer communication

OS knowledge (Windows/macOS)

Problem solving

Remote work discipline

Cross-functional collaboration

Tools

Ticketing systems

Remote support tools

CRM software

Job description

About the Role

Our client is seeking a dedicated Remote Technical Support Specialist to join their dynamic, distributed team. This role is critical for providing exceptional technical assistance to customers experiencing issues with our client's software and hardware products. You will be the primary point of contact for users, guiding them through troubleshooting steps, resolving technical challenges, and ensuring a positive customer experience from the comfort of your home office in Vereeniging or elsewhere. This position requires excellent communication skills, deep technical knowledge, and the ability to work autonomously while collaborating effectively with cross-functional teams.

Key Responsibilities

• Provide high-quality technical support to customers via phone, email, and chat channels.
• Diagnose and resolve software and hardware issues, document troubleshooting steps, and elevate complex problems to senior support staff or engineering teams.
• Assist customers with product installations, configurations, and usage inquiries, ensuring a seamless user experience.
• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Stay up-to-date with product updates, new features, and industry best practices in technical support .

Requirements

• Proven experience in a Technical Support or Help Desk role, preferably in a remote setting.
• Strong understanding of computer hardware, operating systems (Windows, macOS), and common software applications.
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues efficiently.
• Outstanding communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Experience with remote support tools and ticketing systems.
• Self-motivated and able to manage workload effectively in a remote work environment.

Benefits

• Competitive annual salary and performance-based incentives.
• Fully remote work arrangement, offering flexibility and work-life balance.
• Comprehensive health, dental, and vision insurance coverage.
• Opportunities for career growth and advancement within the technical support department.
• Company-provided equipment and a home office stipend.