Remote Technical Support Specialist (Welkom)

Placements24; Welkom; Hybrid; ZAR 120,000 - 240,000; Full time

Benefits offered by this job

Fully remote work

Competitive salary

Growth opportunities

Exposure to SaaS solutions

Supportive remote team culture

Flexible working hours

Job summary

Placements24 is seeking a proactive Remote Technical Support Specialist for a dynamic SaaS provider. You will be the first line of defense for users, diagnosing software issues and guiding them to resolution from your home office.

Ideal candidates have 1–2 years of technical support experience, strong communication, and familiarity with Windows/macOS and ticketing systems like Zendesk or Jira Service Desk. This fully remote role offers growth and a collaborative team culture.

Qualifications

• Minimum 1-2 years in a technical support or helpdesk role.
• Proficiency with Windows and macOS.
• Excellent written and verbal communication skills.

Responsibilities

• Provide first-level technical support to end-users via email, chat, and phone.
• Diagnose and troubleshoot software-related issues, documenting findings thoroughly.
• Guide users through step-by-step solutions to resolve their technical problems.
• Escalate unresolved issues to second-level support or specialized teams.
• Maintain accurate records of customer interactions and issue resolutions in the ticketing system.
• Contribute to the creation and updating of support documentation and FAQs.
• Identify recurring technical issues and provide feedback for product improvement.
• Ensure a high level of customer satisfaction by resolving issues efficiently and effectively.
• Stay up-to-date with product updates and new features to provide accurate support.
• Collaborate with cross-functional teams to resolve customer issues promptly.

Skills

Strong communication skills

Customer-centric

Problem-solving

Time management

Education

National Senior Certificate (Grade 12)

Tools

Zendesk

Jira Service Desk

Job description

About the Role

Our client, a dynamic SaaS provider, is seeking a proactive and detail-oriented Remote Technical Support Specialist to join their growing team. This is a fully remote position, ideal for candidates residing within commuting distance of Welkom, Free State , but who prefer to work exclusively from home. You will be the first line of defense for technical issues, assisting users in troubleshooting software applications and providing timely resolutions. The role requires a strong aptitude for technology, excellent problem-solving skills, and a commitment to delivering outstanding customer experiences. If you are a self-starter passionate about technology and customer satisfaction, this remote opportunity is an excellent fit.

Key Responsibilities

• Provide first-level technical support to end-users via email, chat, and phone.
• Diagnose and troubleshoot software-related issues, documenting findings thoroughly.
• Guide users through step-by-step solutions to resolve their technical problems.
• Escalate unresolved issues to second-level support or specialized teams.
• Maintain accurate records of customer interactions and issue resolutions in the ticketing system.
• Contribute to the creation and updating of support documentation and FAQs.
• Identify recurring technical issues and provide feedback for product improvement.
• Ensure a high level of customer satisfaction by resolving issues efficiently and effectively.
• Stay up-to-date with product updates and new features to provide accurate support.
• Collaborate with cross-functional teams to resolve customer issues promptly.

Requirements

• Previous experience in a technical support or helpdesk role (minimum 1-2 years).
• Strong understanding of software applications and operating systems (Windows, macOS).
• Excellent communication skills, both written and verbal.
• Proficiency with ticketing systems (e.g., Zendesk, Jira Service Desk).
• Ability to work independently and manage time effectively in a remote setting.
• A strong customer-centric approach and a passion for problem-solving.
• Must have a dedicated home office space with reliable high-speed internet.
• Ability to learn new technologies quickly.
• National Senior Certificate (Grade 12) or equivalent qualification required.
• Experience with SaaS products is a significant advantage.

Benefits

• Fully remote work arrangement.
• Competitive salary commensurate with experience.
• Opportunities for professional growth and skill development.
• Exposure to innovative SaaS solutions and technologies.
• A supportive and collaborative remote team culture.
• Work-life balance with flexible working hours.