Remote Technical Support Specialist - WhatJobs Direct

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

Benefits offered by this job

Competitive salary

Fully remote work

Professional development

Generous leave

Bonuses potential

Job summary

WhatJobs Direct is hiring a Remote Technical Support Specialist to join a fully remote team. You will troubleshoot software, provide guidance to clients, and maintain documentation while ensuring high customer satisfaction.

The role requires at least 2 years in technical support, strong communication skills, and experience with Zendesk or Jira Service Desk. A reliable home office setup and internet connection are essential for this remote position.

Qualifications

• 2+ years in technical support or IT helpdesk.
• Strong understanding of software troubleshooting and OS (Windows/macOS).
• Excellent verbal and written communication skills.

Responsibilities

• Provide technical support to clients via email, phone, chat, and remote sessions.
• Diagnose and resolve software issues with minimal disruption to client operations.
• Escalate unresolved issues with detailed documentation to senior staff or development teams.
• Guide clients through product features and best practices.
• Develop and maintain technical documentation (FAQs, knowledge base, user guides).
• Assist in testing new releases and provide usability feedback.
• Monitor system performance and proactively identify issues.
• Collaborate with cross-functional teams to resolve client issues efficiently.
• Ensure all interactions are logged in the CRM/ticketing system.

Skills

Technical support

Customer service

Remote work

Software troubleshooting

Time management

Education

Bachelor's degree in Computer Science/IT

Tools

Zendesk

Jira Service Desk

Job description

About the Role

Our client, WhatJobs Direct, is seeking a skilled and dedicated Remote Technical Support Specialist to join their growing, fully remote team. This role is pivotal in providing essential technical assistance to our clients, ensuring they can effectively utilize our cutting-edge HR and recruitment software. You will troubleshoot issues, guide users through complex functionalities, and contribute to maintaining high levels of client satisfaction. As a remote-first position, you'll have the flexibility to work from anywhere, collaborating with colleagues across different locations. If you have a passion for technology, a knack for problem-solving, and a commitment to excellent customer service, this is an excellent opportunity to advance your career with a leader in the HR tech space, supporting clients in the Benoni, Gauteng area and beyond.

Key Responsibilities

• Provide timely and effective technical support to clients via various channels (email, phone, chat, remote sessions).
• Diagnose and resolve software-related issues, ensuring minimal disruption to client operations.
• Escalate unresolved technical issues to senior support staff or development teams with detailed documentation.
• Guide clients through product features, troubleshooting steps, and best practices.
• Develop and maintain technical documentation, including FAQs, knowledge base articles, and user guides.
• Assist in testing new software releases and provide feedback on usability and functionality.
• Monitor system performance and identify potential technical issues proactively.
• Collaborate with cross-functional teams to resolve client issues efficiently.
• Contribute to improving support processes and client satisfaction.
• Ensure all client interactions are logged accurately in the CRM/ticketing system.

Requirements

• Minimum of 2 years of experience in technical support, IT helpdesk, or a similar role.
• Strong understanding of software troubleshooting, operating systems (Windows/macOS), and web technologies.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Experience with remote support tools and ticketing systems (e.g., Zendesk, Jira Service Desk).
• Proficiency in diagnosing and resolving common software issues.
• Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
• Customer-focused with a patient and empathetic approach.
• A degree in Computer Science, IT, or a related field is advantageous.
• Must have a reliable internet connection and a dedicated home office setup.
• Eagerness to learn and adapt to new technologies.

Benefits

• Competitive salary package, reflecting your skills and experience.
• Fully remote work arrangement, offering significant flexibility.
• Opportunity to work with innovative HR technology.
• Professional development and continuous learning opportunities.
• Collaborative and supportive remote team environment.
• Generous annual leave and paid sick leave.
• Potential for performance-based bonuses.
• Contribution to professional development resources.