Technical Support Agent - Remote

Placements24; Durban; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Remote work flexibility

Health insurance

Retirement plan

Training certs

Annual bonus

PTO

Job summary

Placements24 is actively seeking a skilled Technical Support Agent to join their remote operations team. Based in Durban but operating remotely, you will diagnose and resolve complex software issues, document interactions, and guide customers in using features.

A Bachelor’s degree in CS/IT is preferred and strong communication is essential. In this remote-first role, you’ll collaborate with engineering, contribute to knowledge bases, and participate in ongoing training and certifications while

Qualifications

• Minimum 3 years in technical support or related IT role.
• Strong software troubleshooting methodologies and common issues.
• Excellent problem-solving and analytical skills.
• Experience with remote support tools and ticketing systems (e.g., Jira Service Management, ServiceNow).

Responsibilities

• Provide Tier 2 technical support for software via remote channels (email, chat, phone).
• Diagnose, troubleshoot, and resolve complex technical issues reported by customers.
• Document all interactions in the ticketing system.
• Escalate critical issues to development and engineering teams with details.
• Develop and maintain technical documentation and knowledge base articles.
• Assist in testing new software releases and provide feedback from a support perspective.
• Train and guide customers on effective use of software features.
• Contribute to team knowledge sharing and continuous improvement initiatives.

Skills

Tier 2 support

Remote support

Problem solving

Written & verbal communication

Non-technical explanation

Education

Bachelor's degree in CS/IT

Tools

Jira Service Management

ServiceNow

Job description

About the Role

Our client, a leading provider of innovative software solutions, is actively seeking a skilled Technical Support Agent to join their fully remote operations team. Based in Durban, KwaZulu-Natal , but operating entirely online, this role is perfect for individuals who excel in diagnosing and resolving technical challenges from the comfort of their home office. You will be the primary point of contact for customers experiencing technical difficulties, requiring a blend of technical acumen and exceptional interpersonal skills. As a remote-first company, our client prioritizes clear communication, robust support systems, and a culture of mutual respect and collaboration. This is an exciting opportunity to contribute to a dynamic tech environment, support cutting-edge products, and grow your career without geographical constraints within South Africa . We are looking for proactive problem-solvers who are passionate about technology and dedicated to ensuring customer success.

Key Responsibilities

• Provide Tier 2 technical support for software applications via remote channels (email, chat, phone).
• Diagnose, troubleshoot, and resolve complex technical issues reported by customers.
• Document all support interactions, technical issues, and resolutions accurately in the ticketing system.
• Reproduce customer-reported issues to identify root causes and provide effective solutions.
• Escalate critical issues to development and engineering teams with detailed information.
• Develop and maintain technical documentation, including guides, FAQs, and knowledge base articles.
• Assist in testing new software releases and providing feedback from a support perspective.
• Proactively identify potential issues and suggest preventative measures to customers.
• Train and guide customers on the effective use of software features.
• Contribute to team knowledge sharing and continuous improvement initiatives.

Requirements

• Minimum of 3 years of experience in technical support or a related IT role.
• Strong understanding of software troubleshooting methodologies and common technical issues.
• Excellent problem-solving and analytical skills.
• Proficient in using remote support tools and ticketing systems (e.g., Jira Service Management, ServiceNow).
• Exceptional written and verbal communication skills.
• Ability to explain technical concepts clearly to non-technical users.
• Self-motivated and able to work independently with minimal supervision in a remote environment.
• Experience with operating systems (Windows, macOS, Linux) and network fundamentals.
• A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• Must have a reliable high-speed internet connection and a dedicated workspace.

Benefits

• Competitive annual salary package.
• Remote work flexibility, allowing you to work from anywhere in South Africa .
• Comprehensive health insurance coverage.
• Retirement savings plan with company contributions.
• Opportunities for advanced technical training and certifications.
• Annual performance bonuses.
• Paid time off and holidays.
• Access to state-of-the-art remote work technology and software.
• A collaborative and innovative remote team culture.
• Employee Assistance Program (EAP) for personal well-being.