Technical Support Agent - East London

Placements24; East London; Híbrido; ZAR 180.000 - 300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical contributions

Retirement contributions

Flexible remote setup

Descripción de la vacante

Placements24 is seeking a technically adept Support Agent to join a fully remote team while being based near East London, Eastern Cape. You will troubleshoot complex hardware, software, and network issues, guiding customers through clear steps and documenting resolutions for the knowledge base.

The role offers flexibility and growth in a dynamic tech environment. The ideal candidate has 2–3 years in technical support, strong problem-solving, and excellent communication skills to explain

Formación

• 2–3 years in technical support, helpdesk or IT support.
• Proficient with Windows and macOS, networks, and common software.
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication; able to explain tech to non-technical users.
• Experience with remote desktop tools and ticketing systems.

Responsabilidades

• Provide expert technical support via phone, email, and live chat.
• Diagnose and resolve hardware, software, and network issues.
• Escalate unresolved issues to Tier 2 and development teams.
• Document interactions and resolutions in the ticketing system.
• Create knowledge base articles and user guides.
• Mentor less experienced staff as needed.

Conocimientos

Technical support

Remote work

Troubleshooting

Communication

Herramientas

Remote desktop tools

Ticketing systems

Descripción del empleo

About the Role

Our client is seeking an adept and resourceful Technical Support Agent to join
their growing customer service team, operating remotely but based out of East London,
Eastern Cape . This role is essential for providing high-level technical assistance to
customers encountering issues with our client's software and hardware products.
The successful candidate will be a critical part of ensuring customer satisfaction
by resolving technical challenges efficiently and effectively. You will be
empowered to troubleshoot, diagnose, and implement solutions, acting as a key
liaison between our customers and our client's technical teams. This is an
excellent opportunity for a technically skilled individual looking to contribute
to a leading company in a dynamic, fully remote capacity.

Key Responsibilities

Provide expert technical support to customers via multiple channels including
phone, email, and live chat. Diagnose and resolve complex hardware, software,
and network issues. Guide customers through step-by-step solutions for technical
problems. Escalate unresolved issues to appropriate internal teams (e.g., Tier 2
support, development) with detailed information. Document all technical support
interactions, troubleshooting steps, and resolutions in the ticketing system.
Create and update technical documentation, knowledge base articles, and user
guides. Identify recurring technical issues and provide feedback to engineering
and product teams for resolution. Stay up-to-date with product updates, new
features, and relevant industry technologies. Maintain high standards of
customer service and professional conduct. Assist in training and mentoring
less experienced support staff as needed.

Requirements

Minimum of 2-3 years of experience in a technical support, helpdesk, or IT support
role. Strong understanding of operating systems (Windows, macOS), network protocols,
and common software applications. Proficiency in troubleshooting hardware and
software issues. Excellent problem-solving and analytical skills. Superior
communication and interpersonal skills, with the ability to explain technical
details clearly to non-technical users. Experience using remote desktop tools and
ticketing systems. Ability to work independently and manage time effectively in a
remote work setting. Adept at learning new technologies quickly. While the role
is remote, candidates should ideally be located within reasonable proximity to
East London, Eastern Cape for potential future needs or team events. A customer-
first mindset with a passion for technology.

Benefits

Our client provides a competitive salary commensurate with experience, alongside
a comprehensive benefits package that includes medical and retirement contributions.
You will be part of a forward-thinking company that values innovation and employee
growth, offering ample opportunities for professional development and skill
enhancement. This position is fully remote , offering excellent flexibility and
work-life balance. You'll work with a supportive and knowledgeable team, contributing
to cutting-edge technology solutions. Regular performance reviews and opportunities
for advancement are standard.