Technical Support Agent

Placements24; Polokwane; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Competitive salary

Fully remote work arrangement

Online training resources

Health benefits package

Collaborative virtual team

Job summary

Placements24 is seeking a skilled Technical Support Agent to join a fully remote team in South Africa. You will provide first-level technical assistance to users dealing with hardware, software, or network issues, ensuring productivity and satisfaction across regions.

The role emphasizes prompt communication, clear guidance, and documenting troubleshooting steps, with ongoing access to online training and health benefits in a collaborative virtual environment.

Qualifications

• Previous experience in a technical support or help desk role is essential.
• Proficiency with operating systems (Windows/macOS) and standard office applications.
• Basic understanding of network protocols and troubleshooting.
• Strong analytical and problem-solving capabilities.
• Excellent communication and customer service skills.
• Ability to work independently and manage time effectively in a remote capacity, supporting users in and around Polokwane.

Responsibilities

• Respond promptly and professionally to incoming technical support requests via phone, email, and chat.
• Diagnose and resolve common hardware, software, and network issues for end-users.
• Guide users through step-by-step solutions and provide clear instructions.
• Escalate complex technical problems to appropriate senior support staff or specialized teams.
• Document all support interactions, troubleshooting steps, and resolutions in the ticketing system.
• Contribute to the development and maintenance of a knowledge base with troubleshooting guides.

Skills

Technical troubleshooting

Customer service

Windows/macOS proficiency

Network basics

Remote work discipline

Tools

Ticketing systems

Remote diagnostic tools

Job description

About the Role

Our client is seeking a skilled and enthusiastic Technical Support Agent to join their dynamic, fully remote team. You will be responsible for providing first-level technical assistance to users encountering issues with hardware, software, or network configurations. The ideal candidate possesses strong troubleshooting skills and a commitment to delivering excellent customer service, ensuring user productivity and satisfaction. This role offers a fantastic opportunity to work from anywhere in South Africa, supporting users across various regions, and contributing to a seamless technical environment.

Key Responsibilities

• Respond promptly and professionally to incoming technical support requests via phone, email, and chat.
• Diagnose and resolve common hardware, software, and network issues for end-users.
• Guide users through step-by-step solutions and provide clear instructions.
• Escalate complex technical problems to appropriate senior support staff or specialized teams.
• Document all support interactions, troubleshooting steps, and resolutions in the ticketing system.
• Contribute to the development and maintenance of a knowledge base with troubleshooting guides.

Requirements

• Previous experience in a technical support or help desk role is essential.
• Proficiency with operating systems (Windows/macOS) and standard office applications.
• Basic understanding of network protocols and troubleshooting.
• Strong analytical and problem-solving capabilities.
• Excellent communication and customer service skills.
• Ability to work independently and manage time effectively in a remote capacity, supporting users in and around Polokwane.

Benefits

• Competitive annual salary.
• Fully remote work arrangement, offering ultimate flexibility.
• Access to online training and professional development resources.
• Comprehensive health benefits package.
• Be part of a collaborative and supportive virtual team environment.