Remote Tier 2 Software Support Specialist

Placements24

Benoni

Híbrido

ZAR 1 070 000 - 1 564 000

Tempo integral

Há 3 dias

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Resumo da oferta

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.

Qualificações

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.

Responsabilidades

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.