Technical Solutions Specialist (Advanced Support)

Exclusively Remote

Cape Town

On-site

ZAR 350,000 - 520,000

Full time

14 days+

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Benefits offered by this job

Remote work

Job summary

Exclusively Remote in South Africa is seeking a Technical Solutions Specialist for Advanced Support. The role focuses on resolving complex payroll, HR, and software issues with strong problem-solving and customer-focused service.

You will investigate, replicate, and validate solutions, coordinating with internal teams and vendors to ensure timely, quality outcomes while maintaining documentation and knowledge base content.

Qualifications

3–5 years' experience in Technical Support, Advanced Customer Support, HRIS, Payroll Systems, Software Support, or a similar troubleshooting role.
Strong analytical thinking with excellent problem-solving and root cause analysis skills.
Experience investigating, replicating, testing, and validating software or system issues.
Excellent verbal and written English communication skills.
Strong organizational and time management skills with the ability to manage multiple support cases simultaneously.
Comfortable working independently while collaborating with cross-functional teams.
Experience coordinating with internal departments and third-party software vendors.
Excellent documentation and process management skills.
High attention to detail and commitment to delivering quality customer service.

Responsibilities

Investigate and resolve complex payroll, HR, timekeeping, and system-related technical issues.
Analyze reported problems, replicate issues, identify root causes, and validate solutions through testing.
Manage support cases from initial investigation through to final resolution.
Collaborate with internal departments and third-party vendors to resolve technical challenges.
Keep clients informed with regular updates and clear expectations throughout the support process.
Create and maintain technical documentation, knowledge base articles, and internal support procedures.
Train clients and colleagues on advanced system functionality and best practices.
Identify recurring issues and recommend process improvements and system enhancements.
Participate in testing new software features, product enhancements, and system updates before release.

Skills

Analytical thinking

Root cause analysis

English communication

Documentation

Time management

Education

Bachelor’s degree or equivalent preferred

Tools

Microsoft Office 365

Microsoft Teams

Payroll software

HRIS systems

CRM or Helpdesk platforms

Software troubleshooting and testing

Job description

Technical Solutions Specialist (Advanced Support)

Job Openings Technical Solutions Specialist (Advanced Support)

About the job Technical Solutions Specialist (Advanced Support)

Technical Solutions Specialist (Advanced Support)

Remote | South Africa
Working Hours: Monday – Friday | 3:00 PM – 11:00 PM (SA Time)
Employment Type: Full-Time | Independent Contractor

About the Role

An established US-based company is seeking a Technical Solutions Specialist to join their Advanced Support team. This is an excellent opportunity for a technically minded professional who enjoys solving complex software and system issues while delivering exceptional customer support.

In this role, you will investigate, troubleshoot, and resolve advanced payroll, HR, timekeeping, and software-related issues that require deeper technical analysis than frontline support. You'll collaborate with internal teams, third-party vendors, and clients to deliver timely, effective solutions while ensuring an outstanding customer experience.

Key Responsibilities

Investigate and resolve complex payroll, HR, timekeeping, and system-related technical issues.
Analyze reported problems, replicate issues, identify root causes, and validate solutions through testing.
Manage support cases from initial investigation through to final resolution.
Collaborate with internal departments and third-party vendors to resolve technical challenges.
Keep clients informed with regular updates and clear expectations throughout the support process.
Create and maintain technical documentation, knowledge base articles, and internal support procedures.
Train clients and colleagues on advanced system functionality and best practices.
Identify recurring issues and recommend process improvements and system enhancements.
Participate in testing new software features, product enhancements, and system updates before release.
Ensure accurate documentation of investigations, resolutions, and client communications.

Requirements

3–5 years' experience in Technical Support, Advanced Customer Support, HRIS, Payroll Systems, Software Support, System Implementation, or a similar troubleshooting role.
Strong analytical thinking with excellent problem-solving and root cause analysis skills.
Experience investigating, replicating, testing, and validating software or system issues.
Excellent verbal and written English communication skills.
Strong organizational and time management skills with the ability to manage multiple support cases simultaneously.
Comfortable working independently while collaborating with cross-functional teams.
Experience coordinating with internal departments and third-party software vendors.
Excellent documentation and process management skills.
High attention to detail and commitment to delivering quality customer service.

Technical Skills

Experience with the following is highly advantageous: