Remote Tier 2 Tech Support Specialist

Placements24; Durban; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Remote work flexibility

Health insurance

Retirement plan

Training certs

Annual bonus

PTO

Job summary

Placements24 is actively seeking a skilled Technical Support Agent to join their remote operations team. Based in Durban but operating remotely, you will diagnose and resolve complex software issues, document interactions, and guide customers in using features.

A Bachelor’s degree in CS/IT is preferred and strong communication is essential. In this remote-first role, you’ll collaborate with engineering, contribute to knowledge bases, and participate in ongoing training and certifications while

Qualifications

• Minimum 3 years in technical support or related IT role.
• Strong software troubleshooting methodologies and common issues.
• Excellent problem-solving and analytical skills.
• Experience with remote support tools and ticketing systems (e.g., Jira Service Management, ServiceNow).

Responsibilities

• Provide Tier 2 technical support for software via remote channels (email, chat, phone).
• Diagnose, troubleshoot, and resolve complex technical issues reported by customers.
• Document all interactions in the ticketing system.
• Escalate critical issues to development and engineering teams with details.
• Develop and maintain technical documentation and knowledge base articles.
• Assist in testing new software releases and provide feedback from a support perspective.
• Train and guide customers on effective use of software features.
• Contribute to team knowledge sharing and continuous improvement initiatives.

Skills

Tier 2 support

Remote support

Problem solving

Written & verbal communication

Non-technical explanation

Education

Bachelor's degree in CS/IT

Tools

Jira Service Management

ServiceNow

Job description

Placements24 is actively seeking a skilled Technical Support Agent to join their remote operations team. Based in Durban but operating remotely, you will diagnose and resolve complex software issues, document interactions, and guide customers in using features.

A Bachelor’s degree in CS/IT is preferred and strong communication is essential. In this remote-first role, you’ll collaborate with engineering, contribute to knowledge bases, and participate in ongoing training and certifications while