Remote Technical Support Specialist - Installation & Maintenance

Placements24; Centurion; Hybrid; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Competitive salary

Flexible remote work

Health, dental, vision insurance

PTO and holidays

Career growth

Job summary

Placements24 is seeking a proactive Remote Technical Support Specialist to provide expert assistance for installation and maintenance queries. Operating from a remote location, you will be the primary point of contact for clients experiencing issues with their systems.

You will guide users through troubleshooting and document interactions to ensure smooth operations. This remote role requires excellent communication skills, strong technical aptitude, and the ability to remain calm under pressure

Qualifications

• Experience in technical support or customer service.
• Strong understanding of installation and maintenance procedures.

Responsibilities

• Provide remote technical support via phone, email, and chat.
• Guide customers through step-by-step troubleshooting procedures.
• Document all support interactions in the CRM system.
• Identify trends in customer issues for feedback to engineering teams.
• Develop knowledge base articles and troubleshooting guides.
• Escalate unresolved issues to senior technicians or relevant departments.

Skills

Remote support tools

CRM system

Troubleshooting

Effective communication

Tools

CRM system

Ticketing system

Remote support tools

Job description

Our client is seeking a proactive and technically adept Remote Technical Support Specialist to provide expert assistance for installation and maintenance queries. Operating from a remote location, you will be the primary point of contact for clients experiencing issues with their newly installed or existing systems. Your role is critical in guiding users through troubleshooting processes, providing clear instructions for maintenance tasks, and escalating complex problems to higher technical tiers. This position demands excellent communication skills, a deep understanding of technical procedures, and the ability to remain calm and effective under pressure, ensuring client satisfaction and operational continuity regardless of physical location.

Key Responsibilities

• Provide remote technical support via phone, email, and chat for installation and maintenance-related issues.
• Guide customers through step-by-step troubleshooting procedures for equipment and systems.
• Document all support interactions, issues, and resolutions accurately in the CRM system.
• Identify trends in customer issues and provide feedback to product development and engineering teams.
• Develop and maintain knowledge base articles and troubleshooting guides for common technical problems.
• Escalate unresolved issues to senior technicians or relevant departments, ensuring prompt resolution.

Requirements

• Proven experience in a technical support or customer service role, preferably in installation and maintenance.
• Strong understanding of common installation and maintenance procedures for technical equipment.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Proficiency with remote support tools and ticketing systems.
• Ability to work independently and manage time effectively in a remote work environment.
• A technical aptitude and a quick learner, with the ability to grasp new technologies rapidly.

Benefits

• Competitive annual salary, commensurate with experience.
• Flexible remote work arrangement, allowing you to work from anywhere.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and company holidays.
• Opportunities for professional growth and development in a growing company.