Senior Remote Tier-2 Tech Support Agent

Placements24; Paarl; Hybrid; ZAR 240,000 - 420,000; Full time

Benefits offered by this job

Fully remote work

Health benefits

Paid time off

Job summary

Placements24 is hiring a Remote Customer Support Agent (Tier 2) to join our fully remote support team in South Africa. The role focuses on advanced technical assistance for escalated issues, with a stable internet connection and a conducive home office.

You will diagnose complex problems, provide step-by-step resolutions, and collaborate with Tier 1, engineering, and product teams to improve processes. A strong support background and excellent communication are essential.

Qualifications

• Strong analytical, communication and problem solving abilities.
• Proven background in technical support.
• Experience with troubleshooting complex issues.
• Ability to work independently in a remote setting.
• Technical certifications are a plus.

Responsibilities

• Handle escalated inquiries requiring in-depth technical knowledge.
• Diagnose and resolve complex technical issues related to software, hardware, or services.
• Provide detailed troubleshooting steps via phone, email or chat.
• Collaborate with Tier 1 and other teams to share knowledge.
• Document solutions and troubleshooting guides in the knowledge base.
• Maintain customer satisfaction with empathetic communication.

Skills

Analytical skills

Communication

Technical support

Problem-solving

Education

High school diploma

Tools

CRM software

Remote diagnostic tools

Ticketing systems

Job description

Placements24 is hiring a Remote Customer Support Agent (Tier 2) to join our fully remote support team in South Africa. The role focuses on advanced technical assistance for escalated issues, with a stable internet connection and a conducive home office.

You will diagnose complex problems, provide step-by-step resolutions, and collaborate with Tier 1, engineering, and product teams to improve processes. A strong support background and excellent communication are essential.