Technical Support Agent - Software Solutions

Placements24; Durban; Hybrid; ZAR 240.000 - 420.000; Vollzeit

Benefits dieser Stelle

Medical coverage

Dental coverage

Professional development

Remote work tools

Remote work culture

Zusammenfassung

WhatJobs Direct is seeking a Technical Support Agent to deliver first-line technical assistance for software solutions from a Durban-based client. The role supports end-users remotely, addressing issues via phone, email, and chat while maintaining excellent communication and thorough documentation.

You will troubleshoot software problems, guide users through solutions, and contribute to knowledge base resources.

Qualifikationen

• Experience in a technical support or helpdesk role.
• Strong troubleshooting methodologies.
• Excellent communication and active listening; translate technical jargon for users.
• Proficiency with Windows and macOS; common productivity software.
• Experience with Zendesk or Jira Service Desk.

Aufgaben

• Provide prompt technical support to end-users via phone, email, and chat.
• Troubleshoot software issues, identify root causes, and implement solutions.
• Guide users through installation, configuration, and operational steps.
• Document interactions and resolutions in the ticketing system.
• Escalate unresolved issues to senior support or development teams.
• Contribute to support docs, FAQs, and knowledge base articles.
• Monitor system performance and user feedback for issues.
• Maintain high customer satisfaction through timely support.
• Participate in training to improve product knowledge.

Kenntnisse

Technical support

Customer service

Active listening

Clear communication

Remote work

Ausbildung

High school diploma

Technical certification

Degree advantageous

Tools

Zendesk

Jira Service Desk

Jobbeschreibung

About the Role

Join WhatJobs Direct as a Technical Support Agent and become a vital part of our client's mission to deliver exceptional software solutions. This role, based out of Durban, KwaZulu-Natal , is designed for individuals with a knack for technology and a passion for helping users overcome challenges. You will provide first-line technical assistance, diagnosing and resolving a wide range of software-related issues. Our client values proactive problem-solving and excellent communication. This position offers the flexibility of a fully remote work arrangement, allowing you to contribute effectively from the comfort of your home, while still being an integral part of our client's team operating within the Durban region and beyond.

Key Responsibilities

• Provide prompt and efficient technical support to end-users via various channels (phone, email, chat).
• Troubleshoot software application issues, identify root causes, and implement effective solutions.
• Guide users through step-by-step solutions for installation, configuration, and operational issues.
• Document all support interactions, troubleshooting steps, and resolutions in the ticketing system.
• Escalate unresolved technical issues to senior support staff or development teams.
• Contribute to the development and maintenance of support documentation, FAQs, and knowledge base articles.
• Monitor system performance and user feedback to identify potential issues.
• Ensure customer satisfaction by providing timely and accurate support.
• Participate in team meetings and training sessions to enhance product knowledge and support skills.

Requirements

• Previous experience in a technical support or helpdesk role is essential.
• Strong understanding of software troubleshooting methodologies.
• Excellent communication and active listening skills, with the ability to translate technical jargon into user-friendly language.
• Proficiency with operating systems (Windows, macOS) and common productivity software.
• Experience using helpdesk ticketing software (e.g., Zendesk, Jira Service Desk).
• Ability to manage multiple tasks and prioritize effectively in a remote setting.
• A customer-centric mindset with a focus on delivering high-quality support.
• High school diploma required; a degree or technical certification in a related field is advantageous.
• Must be able to work remotely and maintain a professional home office environment.

Benefits

• Our client provides a competitive salary, commensurate with experience, and a comprehensive benefits package including medical and dental coverage.
• Opportunities for professional development, certifications, and career advancement are readily available.
• You'll be working with a forward-thinking company that embraces remote work culture.
• Employees enjoy access to state-of-the-art remote work tools and collaborative platforms, fostering a connected and productive virtual team environment.
• This role offers the unique advantage of remote flexibility combined with contributing to a company known for its innovative software solutions, even while being connected to the Durban community.