Senior Remote Support Analyst

Placements24; Gqeberha; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Health, dental, and vision insurance

Generous paid time off

Remote-first work environment

Professional development budget

Job summary

Placements24 is seeking a Senior Remote Support Analyst to provide advanced technical support, diagnose complex issues, and mentor junior team members. This fully remote role offers the chance to work from anywhere while contributing to high customer satisfaction and service reliability.

The ideal candidate will have 5+ years in technical support or analyst roles, strong OS/network knowledge, and experience with Zendesk or ServiceNow.

Qualifications

• Minimum 5 years in a technical support or analyst role with remote work experience.
• Deep understanding of operating systems, networks, and common software.
• Proven ability to diagnose and resolve complex technical issues systematically.
• Excellent analytical, problem-solving and communication skills.
• Experience with Zendesk or ServiceNow ticketing systems.

Responsibilities

• Provide high-level technical support and troubleshooting for escalated customer issues.
• Analyze and resolve complex technical problems related to software, hardware, and network configurations.
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Mentor and train junior support analysts, fostering a culture of continuous learning.
• Collaborate with engineering and product teams to identify root causes and implement long-term solutions.
• Monitor support queues and performance metrics to ensure SLAs are met or exceeded.

Skills

Remote support

Customer service

Analytical thinking

Communication

Leadership potential

Education

Bachelor's degree in IT/CS or related field

Tools

Zendesk

ServiceNow

Remote access tools

Job description

About the Role

Our client is seeking an experienced and proactive Senior Remote Support Analyst to enhance their support capabilities. This is a fully remote position, allowing you to leverage your expertise from anywhere. You will be responsible for providing advanced technical support, diagnosing complex issues, and mentoring junior team members. This role is critical in maintaining high levels of customer satisfaction and ensuring the seamless operation of our client's services. Join a forward-thinking company that embraces remote work and values expert contributions to customer success.

Key Responsibilities

• Provide high-level technical support and troubleshooting for escalated customer issues.
• Analyze and resolve complex technical problems related to software, hardware, and network configurations.
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Mentor and train junior support analysts, fostering a culture of continuous learning.
• Collaborate with engineering and product teams to identify root causes and implement long-term solutions.
• Monitor support queues and performance metrics to ensure service level agreements (SLAs) are met or exceeded.

Requirements

• Minimum of 5 years of experience in a technical support or analyst role, with significant remote work experience.
• Deep understanding of operating systems, network protocols, and common software applications.
• Proven ability to diagnose and resolve complex technical issues systematically.
• Excellent analytical, problem-solving, and communication skills.
• Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
• Strong leadership potential and experience in guiding junior team members.

Benefits

• Highly competitive annual salary and potential for bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and flexible remote working arrangements.
• Budget for professional development, training, and certifications.
• Opportunity to work with cutting-edge technology in a remote-first environment.