Technical Support Agent - Remote

Placements24; Klerksdorp; Hybrid; ZAR 180.000 - 300.000; Vollzeit

Benefits dieser Stelle

Remote work

Medical & dental

Career development

Remote staff support

Zusammenfassung

Placements24 in South Africa seeks a skilled Technical Support Agent to join their remote team, handling customer inquiries from a home office in Klerksdorp. You will diagnose issues, provide effective solutions, and ensure timely assistance via multiple channels.

You will log requests in the CRM, escalate when needed, and contribute to knowledge base articles. The role emphasizes independence, clear communication, and a focus on customer satisfaction within a flexible remote setting.

Qualifikationen

• Proven experience in a technical support or helpdesk role.
• Solid understanding of computer systems, networks, and software.
• Excellent problem-solving and analytical abilities.
• Strong written and verbal communication skills.
• Experience with ticketing systems and remote support tools.
• Ability to work independently in a remote setup.

Aufgaben

• Provide first-line technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot software, hardware, and network issues.
• Log all requests and resolutions in the CRM system with detailed records.
• Escalate complex problems to higher-level support or specialized departments.
• Assist in creating and maintaining support documentation and knowledge base articles.
• Maintain high customer satisfaction by delivering prompt, professional, and effective support.

Kenntnisse

Technical support

Networking basics

Troubleshooting

Communication skills

Remote work

Ticketing systems

Tools

CRM software

Remote support tools

Ticketing system

Jobbeschreibung

About the Role

Our client is seeking a skilled and dedicated Technical Support Agent to join their remote team, serving customers across various regions from their operational hub in Klerksdorp . This role is essential for providing timely and effective technical assistance, resolving user issues, and ensuring a high level of customer satisfaction. You will engage with customers through multiple communication channels, diagnosing problems and implementing solutions. This is a fantastic opportunity for an experienced support professional to leverage their technical expertise within a flexible, remote working model.

Key Responsibilities

• Provide first-line technical support to customers, addressing inquiries via phone, email, and chat.
• Diagnose and troubleshoot software, hardware, and network issues, guiding users toward resolution.
• Accurately log all support requests and resolutions in the CRM system, maintaining detailed records.
• Escalate complex technical problems to higher-level support teams or specialized departments when necessary.
• Assist in the creation and maintenance of support documentation and knowledge base articles.
• Maintain a high level of customer satisfaction by delivering prompt, professional, and effective support.

Requirements

• Proven experience in a technical support role or helpdesk environment.
• Solid understanding of computer systems, networks, and common software applications.
• Excellent problem-solving and analytical skills.
• Strong written and verbal communication abilities, with the capacity to convey technical information clearly.
• Experience with ticketing systems and remote support tools is advantageous.
• Ability to work independently and manage workload efficiently in a remote setup.

Benefits

• Competitive salary based on experience and skills.
• The advantage of a fully remote position, offering flexibility and work-life balance.
• Comprehensive medical and dental coverage.
• Opportunities for continuous learning and career advancement within the IT support field.
• Be part of a company that invests in its remote workforce and values technical expertise.