Senior Technical Support Specialist (Remote)

Placements24; Sandton; Hybrid; ZAR 700,000 - 1,000,000; Full time

Benefits offered by this job

Fully remote

Medical coverage

Retirement contributions

Paid time off

Training opportunities

Job summary

Placements24 is seeking a highly experienced Senior Technical Support Specialist to join the client's remote-first support team. This fully remote role focuses on providing advanced technical assistance to clients and acting as a key escalation point for complex software issues.

You will diagnose issues, mentor junior staff, and contribute to knowledge base articles and support processes while staying up-to-date with product features and industry trends.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field or equivalent practical experience.
• Minimum 5 years in technical support, software troubleshooting, or related IT role.
• Proven ability to diagnose and resolve complex software issues in enterprise environments.
• Strong understanding of Windows/Linux, networking and databases.
• Excellent analytical, problem-solving and communication skills.
• Proficiency with remote support tools and ticketing systems (Zendesk, Jira Service Desk).
• Ability to work independently and manage multiple priorities in a remote setting.
• Experience in scripting or programming is a plus.

Responsibilities

• Provide Tier 3 technical support for complex software issues via phone, email, and remote access tools.
• Diagnose, troubleshoot, and resolve software bugs, performance issues, and integration challenges.
• Escalate unresolved issues to engineering and development teams with detailed information.
• Develop and maintain knowledge base articles, FAQs and troubleshooting guides.
• Assist in installation, configuration and deployment of software remotely.
• Train and mentor junior support staff, sharing expertise and best practices.
• Analyze support trends and provide feedback for product improvement.
• Manage client relationships with timely and effective resolutions.
• Contribute to development and refinement of support processes.

Skills

Analytical thinking

Problem solving

Communication skills

Remote work

Independent work

Education

Bachelor's degree in CS/IT

Tools

Zendesk

Jira Service Desk

CRM software

Job description

About the Role

Our client, a global innovator in software solutions for industrial processes, is seeking a highly experienced Senior Technical Support Specialist to join their dedicated remote support team. This fully remote position is vital for providing advanced technical assistance to clients, ensuring the seamless operation of our client's complex software systems. You will act as a key escalation point, diagnosing and resolving challenging technical issues, and contributing to the continuous improvement of support processes. We are looking for an analytical thinker with a deep understanding of software applications and a passion for delivering exceptional customer service in a remote-first environment.

Key Responsibilities

• Provide Tier 3 technical support for complex software issues via phone, email, and remote access tools.


• Diagnose, troubleshoot, and resolve software bugs, performance issues, and integration challenges.


• Escalate unresolved issues to the engineering and development teams, providing detailed information and documentation.


• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.


• Assist in the installation, configuration, and deployment of software solutions remotely.


• Train and mentor junior support staff, sharing technical expertise and best practices.


• Analyze support trends and provide feedback to product management and development teams for product improvement.


• Manage client relationships, ensuring timely and effective resolution of support requests.


• Contribute to the development and refinement of support processes and procedures.


• Stay abreast of new product features, updates, and industry trends in industrial software.

Requirements

• A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.


• A minimum of 5 years of experience in technical support, software troubleshooting, or a related IT role.


• Proven expertise in diagnosing and resolving complex software issues, preferably in an enterprise environment.


• Strong understanding of operating systems (Windows, Linux), networking protocols, and database technologies.


• Excellent analytical, problem-solving, and critical-thinking skills.


• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.


• Proficiency with remote support tools, ticketing systems (e.g., Zendesk, Jira Service Desk), and CRM software.


• Ability to work independently and manage multiple priorities effectively in a remote setting.


• Experience in scripting or programming languages is a plus.


• A customer-centric approach with a dedication to providing outstanding service.

Benefits

This role offers a highly competitive salary and the significant advantage of being fully remote, providing unparalleled flexibility and work-life balance. Our client provides a comprehensive benefits package, including medical coverage, retirement contributions, and generous paid time off. You will have opportunities for continuous learning and professional growth through access to advanced training, certifications, and exposure to cutting-edge technologies. Join a collaborative and innovative team where your expertise is valued, and you can make a substantial impact on client success and product development.