Technical Support Agent

Placements24; Mtubatuba Local Municipality; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Health insurance (implied)

Job summary

Placements24 is seeking a skilled Technical Support Agent to join a fully remote team. You will diagnose and resolve a wide range of technical issues for a diverse clientele, ensuring customers can use products without interruption.

You will work independently from a home office while collaborating with colleagues on digital platforms, delivering exceptional service and support through clear communication and timely resolutions.

Qualifications

• Proven experience in a Technical Support Agent role or similar IT support.
• Strong knowledge of hardware, software, networks, and operating systems.
• Excellent problem-solving and diagnostic skills.
• Superior communication and customer service abilities; can explain tech to non-tech users.
• Ability to work effectively in a remote environment with minimal supervision.
• Relevant IT certifications are highly desirable.

Responsibilities

• Provide expert technical assistance and troubleshooting for software and hardware.
• Guide users through step-by-step solutions in a clear and concise manner.
• Diagnose and repair problems remotely using diagnostic tools and procedures.
• Document technical issues and resolutions meticulously in the support database.
• Escalate unresolved issues to the appropriate level of support or engineering team.
• Stay up-to-date with product updates and technical advancements to provide accurate support.

Skills

Technical support experience

Hardware knowledge

Software knowledge

Networking

Operating systems

Problem solving

Customer service

Remote work

IT certifications desirable

Job description

About the Role

Our client is looking for a skilled and customer-focused Technical Support Agent to join their fully remote team. You will be responsible for diagnosing and resolving a wide range of technical issues for our diverse clientele. This role is crucial in ensuring our customers can effectively utilize our products and services without interruption. As a remote employee, you will have the autonomy to manage your workday while collaborating closely with colleagues through digital platforms, contributing to a culture of innovation and exceptional service delivery from your home office.

Key Responsibilities

• Provide expert technical assistance and troubleshooting for software and hardware issues.
• Guide users through step-by-step solutions in a clear and concise manner.
• Diagnose and repair problems remotely using diagnostic tools and procedures.
• Document technical issues and resolutions meticulously in the support database.
• Escalate unresolved issues to the appropriate level of support or engineering team.
• Stay up-to-date with product updates and technical advancements to provide accurate support.

Requirements

• Proven experience as a Technical Support Agent or in a similar IT support role.
• Strong knowledge of computer hardware, software, networks, and operating systems.
• Excellent problem-solving and diagnostic skills.
• Superior communication and customer service skills, capable of explaining technical details to non-technical users.
• Ability to work effectively in a remote environment with minimal supervision.
• Relevant IT certifications are highly desirable.

Benefits

• Competitive salary and potential for performance-based incentives.
• Full-time position with the flexibility of remote work.
• Comprehensive health insurance coverage.
• Paid vacation and sick leave.
• Access to continuous learning and development resources.