Technical Support Agent - Richards Bay

Placements24; Richards Bay; Hybrid; ZAR 180,000 - 320,000; Full time

Benefits offered by this job

Performance-based incentives

Hybrid work arrangement

Health benefits

Technical training

Innovative culture in Richards Bay

Job summary

Placements24 in Richards Bay is seeking a technically adept and customer-focused Technical Support Agent to join the team. The role involves providing critical technical assistance to customers experiencing issues with software and hardware products, troubleshooting complex problems, and ensuring a seamless user experience.

You will work closely with engineering and product teams, contribute insights to improve product stability, and participate in creating knowledge base documentation.

Qualifications

• Minimum of 2 years' experience in a technical support or helpdesk role.
• Strong knowledge of operating systems, network fundamentals, and common software applications.
• Excellent analytical and problem-solving skills.
• Experience with remote desktop tools and ticketing systems.
• Strong communication skills, with the ability to explain technical concepts to non-technical users.

Responsibilities

• Provide first and second-level technical support to customers via phone, email, and remote sessions.
• Diagnose and resolve technical hardware and software issues, following defined troubleshooting procedures.
• Escalate unresolved issues to senior technical staff or appropriate departments.
• Document all technical support interactions and solutions in the knowledge base.
• Assist in the creation and maintenance of technical documentation and FAQs.

Skills

Technical support

Troubleshooting

Customer communication

Remote sessions

Tools

Remote desktop tools

Ticketing systems

Job description

About the Role

Our client is seeking a technically adept and customer-focused Technical Support Agent to join their team in Richards Bay . This role involves providing critical technical assistance to customers experiencing issues with our client's software and hardware products. You will be a key player in troubleshooting complex problems, offering clear explanations, and ensuring a seamless user experience. Working closely with the engineering and product teams, you will contribute valuable insights to improve product stability and customer satisfaction, operating within a company that values innovation and excellent service.

Key Responsibilities

• Provide first and second-level technical support to customers via phone, email, and remote sessions.
• Diagnose and resolve technical hardware and software issues, following defined troubleshooting procedures.
• Escalate unresolved issues to senior technical staff or appropriate departments.
• Document all technical support interactions and solutions in the knowledge base.
• Assist in the creation and maintenance of technical documentation and FAQs.

Requirements

• Minimum of 2 years' experience in a technical support or helpdesk role.
• Strong knowledge of operating systems, network fundamentals, and common software applications.
• Excellent analytical and problem-solving skills.
• Experience with remote desktop tools and ticketing systems.
• Strong communication skills, with the ability to explain technical concepts to non-technical users.

Benefits

• Attractive salary with performance-based incentives.
• Hybrid work arrangement for a balanced work-life schedule.
• Comprehensive health and wellness benefits.
• Opportunities for certification and advanced technical training.
• A collaborative and innovative work culture in the industrial hub of Richards Bay.