Remote Tier 2 Technical Support Agent

Placements24; Durban; Hybrid; ZAR 350,000 - 550,000; Full time

Benefits offered by this job

Fully remote position

Competitive salary with performanceBon

Medical and retirement benefits

Continuous learning opportunities

Generous annual leave

State-of-the-art remote tools

Job summary

Placements24 is seeking a Remote Tier 2 Technical Support Agent to bolster its virtual support operations from Durban, South Africa. You will handle escalated tickets, troubleshoot complex software/hardware issues, and guide clients to resolutions while contributing to knowledge bases and product improvements.

The role requires strong analytical and communication skills, the ability to work independently in a fully remote setup, and familiarity with Jira Service Desk or Zendesk.

Qualifications

• 4+ years in technical support, with at least 2 years in a Tier 2 or equivalent role.
• In-depth knowledge of operating systems, network protocols, and common software applications.
• Proven experience troubleshooting complex software and hardware issues.
• Excellent analytical and problem-solving skills, with a methodical approach to diagnostics.
• Strong communication skills, capable of explaining technical concepts clearly to non-technical users.
• Ability to work independently in a fully remote environment.
• Experience with ticketing systems (e.g., Jira Service Desk, Zendesk) and remote access tools.
• Relevant technical certifications (e.g., CompTIA A+, Network+) are highly desirable.

Responsibilities

• Investigate, diagnose, and resolve complex technical issues escalated from Tier 1 support.
• Provide expert technical guidance and solutions to customers via phone, email, and remote support tools.
• Document all troubleshooting steps, resolutions, and customer interactions accurately in the ticketing system.
• Collaborate with Tier 3 support and engineering teams to identify root causes and implement permanent fixes.
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Identify recurring technical issues and provide feedback to the product development team for system improvements.
• Manage multiple support tickets simultaneously, prioritizing effectively to meet service level agreements (SLAs).
• Conduct remote training sessions for clients on advanced product features and troubleshooting techniques.
• Ensure a high level of customer satisfaction through effective problem-solving and communication.

Skills

Technical support

Troubleshooting

Analytical skills

Communication skills

Remote work

Education

CompTIA A+

CompTIA Network+

Tools

Jira Service Desk

Zendesk

Remote access tools

Job description

About the Role

Our client, a globally recognized leader in enterprise software solutions, is seeking a highly adept Remote Tier 2 Technical Support Agent to bolster their virtual support operations. This position, serving clients remotely from Durban, KwaZulu-Natal , requires deep technical expertise and a strong commitment to resolving complex customer issues. As a Tier 2 agent, you will handle escalated support tickets, providing in-depth troubleshooting and resolution for challenging technical problems. This is a fully remote role, emphasizing your ability to work autonomously and effectively in a virtual setting. You will be a critical part of a dedicated support team, ensuring that our clients receive timely and accurate technical assistance, thereby maintaining high levels of customer satisfaction and operational efficiency. Your role will involve continuous learning to stay abreast of product updates and evolving technical landscapes. We are looking for individuals who are passionate about technology and thrive on solving intricate technical puzzles.

Key Responsibilities

• Investigate, diagnose, and resolve complex technical issues escalated from Tier 1 support.
• Provide expert technical guidance and solutions to customers via phone, email, and remote support tools.
• Document all troubleshooting steps, resolutions, and customer interactions accurately in the ticketing system.
• Collaborate with Tier 3 support and engineering teams to identify root causes and implement permanent fixes.
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Identify recurring technical issues and provide feedback to the product development team for system improvements.
• Manage multiple support tickets simultaneously, prioritizing effectively to meet service level agreements (SLAs).
• Conduct remote training sessions for clients on advanced product features and troubleshooting techniques.
• Ensure a high level of customer satisfaction through effective problem-solving and communication.

Requirements

• Minimum 4 years of experience in technical support, with at least 2 years in a Tier 2 or equivalent role.
• In-depth knowledge of operating systems, network protocols, and common software applications.
• Proven experience troubleshooting complex software and hardware issues.
• Excellent analytical and problem-solving skills, with a methodical approach to diagnostics.
• Strong communication skills, capable of explaining technical concepts clearly to non-technical users.
• Ability to work independently and manage workload effectively in a fully remote environment.
• Experience with ticketing systems (e.g., Jira Service Desk, Zendesk) and remote access tools.
• Relevant technical certifications (e.g., CompTIA A+, Network+) are highly desirable.
• Proximity to Durban, KwaZulu-Natal is preferred, but not required due to the fully remote nature of the position.

Benefits

• Fully remote position offering unparalleled flexibility.
• Competitive annual salary with potential for performance bonuses.
• Comprehensive medical and retirement benefits.
• Opportunities for continuous learning and professional development in cutting-edge technologies.
• Generous annual leave and paid sick leave.
• A supportive and collaborative virtual work environment.
• State-of-the-art remote work tools and equipment support.