Remote Technical Support Specialist - Level 2

Placements24; Benoni; Hybrid; ZAR 1,070,000 - 1,564,000; Full time

Job summary

Placements24 is seeking a Remote Technical Support Specialist - Level 2 to join our client’s fully remote team. You will be the escalation point for complex software issues, delivering proactive, high-quality support to customers worldwide and contributing to product insights.

The role requires 4+ years in Level 2+ support, strong diagnostic skills across Windows, macOS and Linux, and experience with Zendesk or Jira.

Qualifications

• 4+ years in a Level 2 or higher technical support role in software/SaaS.
• Strong troubleshooting of software issues including networks, databases, and app errors.
• Bachelor's degree in CS/IT or equivalent.

Responsibilities

• Provide advanced technical support to customers via phone, email, and remote access tools.
• Troubleshoot and resolve complex software and system issues, escalating to engineering when necessary.
• Diagnose and identify root causes of technical problems, documenting findings.
• Guide customers through troubleshooting steps and provide clear explanations of solutions.
• Contribute to the knowledge base by creating and updating technical articles and FAQs.
• Monitor customer system performance and proactively address potential issues.
• Collaborate with product development and QA teams to report bugs and suggest improvements.
• Maintain detailed records of customer interactions, issues, and resolutions in the ticketing system.
• Stay up-to-date with product updates, new features, and relevant technologies.

Skills

Technical support

Troubleshooting

Communication

Remote work

Education

Bachelor's degree in Computer Science/IT

Tools

Zendesk

Jira

Job description

About the Role

Our client, a rapidly expanding software solutions provider, is seeking a highly skilled and motivated Remote Technical Support Specialist - Level 2 to join their entirely remote support team. This role is essential for providing advanced technical assistance to customers, troubleshooting complex issues, and ensuring the optimal performance of our client's cutting-edge software. You will be the key escalation point for challenging technical problems, requiring deep product knowledge and excellent problem-solving capabilities. This is a fantastic opportunity for a seasoned support professional to leverage their expertise in a fully remote environment, contributing to customer satisfaction and product development insights. The position demands a proactive, self-driven individual who excels in independent work and communication within a virtual team setting, based anywhere but ideally with a connection to the Benoni region for potential team cohesion.

Key Responsibilities

• Provide advanced technical support to customers via phone, email, and remote access tools.
• Troubleshoot and resolve complex software and system issues, escalating to engineering when necessary.
• Diagnose and identify root causes of technical problems, documenting findings thoroughly.
• Guide customers through troubleshooting steps and provide clear explanations of solutions.
• Contribute to the knowledge base by creating and updating technical articles and FAQs.
• Monitor customer system performance and proactively address potential issues.
• Collaborate with product development and QA teams to report bugs and suggest improvements.
• Maintain detailed records of customer interactions, issues, and resolutions in the ticketing system.
• Stay up-to-date with product updates, new features, and relevant technologies.

Requirements

• Minimum of 4 years of experience in a Level 2 or higher technical support role, preferably in the software/SaaS industry.
• Strong proficiency in diagnosing and resolving software-related issues, including network connectivity, database problems, and application errors.
• Excellent understanding of operating systems (Windows, macOS, Linux) and common IT infrastructure.
• Exceptional analytical and problem-solving skills with a methodical approach.
• Outstanding communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Experience with CRM and ticketing systems (e.g., Zendesk, Jira).
• Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
• Bachelor's degree in Computer Science, IT, or a related field, or equivalent work experience.
• Customer-focused attitude with a commitment to delivering high-quality support.

Benefits

Our client offers a competitive salary package for this Remote Technical Support Specialist role, along with comprehensive health benefits, retirement planning options, and generous paid time off. The fully remote nature of this position provides unparalleled flexibility and work-life balance. We invest in our employees' growth through continuous training, professional development opportunities, and access to online learning platforms. You will be part of a collaborative and supportive global team, working with innovative technologies. Our client promotes a culture of recognition and offers opportunities for career advancement within the technical support and broader IT departments. Access to the latest remote work tools and technologies is provided, ensuring you have everything needed to succeed from home, even while being connected to the Benoni area.