Technical Support Agent - Software Solutions

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 179,000 - 301,000; Full time

Benefits offered by this job

Medical aid

Hybrid work model

Job summary

Placements24 in Nelspruit is seeking a technically skilled Technical Support Agent to deliver first-class assistance for our software products. The role offers a hybrid work arrangement, with in-office collaboration in Nelspruit and flexible remote work as needed.

The ideal candidate has at least 2 years in technical support, strong OS and network troubleshooting basics, excellent communication, and experience with remote tools and ticketing systems.

Qualifications

• Minimum of 2 years in technical support or helpdesk.
• Strong understanding of Windows, macOS, and basic network troubleshooting.
• Excellent problem-solving and communication skills.

Responsibilities

• Provide expert technical support to customers via phone, email, and remote access tools.
• Diagnose and troubleshoot software and hardware issues.
• Guide users through step-by-step solutions for technical problems.
• Document all support interactions, troubleshooting steps, and resolutions in the helpdesk system.
• Escalate complex technical issues to Tier 2 support or engineering teams when necessary.
• Assist in the creation and maintenance of technical documentation and knowledge base articles.
• Identify trends in customer support issues and provide feedback to the product development team.
• Ensure a high level of customer satisfaction by delivering prompt and effective solutions.
• Stay current with product updates and new features to provide informed support.
• Contribute to a positive and collaborative team environment.

Skills

Technical support

Windows/macOS

Remote support tools

Ticketing systems

Communication skills

Hybrid work

Customer focus

Hardware troubleshooting

Nelspruit commute

Tools

Zendesk

Jira

Job description

About the Role

Our client, a dynamic innovator in the software solutions industry, is seeking a proficient Technical Support Agent to join their growing team in **Nelspruit**. This role is integral to providing first-class technical assistance to a diverse client base, ensuring they can fully leverage our client's cutting-edge software products. You will diagnose, troubleshoot, and resolve technical issues, guiding users through complex problems with patience and expertise. This position offers a hybrid work arrangement, allowing for collaboration in our **Nelspruit** office while providing flexibility. It's an excellent opportunity for technically skilled individuals looking to make a significant impact in a client-focused environment within the **Mpumalanga** region.

Key Responsibilities

• Provide expert technical support to customers via phone, email, and remote access tools.
• Diagnose and troubleshoot software and hardware issues affecting client systems.
• Guide users through step-by-step solutions for technical problems.
• Document all support interactions, troubleshooting steps, and resolutions accurately in the helpdesk system.
• Escalate complex technical issues to Tier 2 support or engineering teams when necessary.
• Assist in the creation and maintenance of technical documentation and knowledge base articles.
• Identify trends in customer support issues and provide feedback to the product development team.
• Ensure a high level of customer satisfaction by delivering prompt and effective solutions.
• Stay current with product updates and new features to provide informed support.
• Contribute to a positive and collaborative team environment.

Requirements

• Minimum of 2 years of experience in a technical support or helpdesk role.
• Strong understanding of software applications, operating systems (Windows, macOS), and basic network troubleshooting.
• Excellent problem-solving and analytical skills.
• Superb verbal and written communication skills, with the ability to explain technical concepts clearly.
• Experience with remote support tools and ticketing systems (e.g., Zendesk, Jira).
• Ability to work effectively in a hybrid work environment, balancing remote and in-office tasks.
• Customer-focused attitude with a commitment to resolving issues.
• Familiarity with common IT hardware and software troubleshooting techniques.
• Must be based in or willing to commute to **Nelspruit**.

Benefits

Our client offers a competitive salary and a comprehensive benefits package, including medical aid and opportunities for professional growth. The hybrid work model provides flexibility, blending focused time in our **Nelspruit** office with the convenience of remote work. You will be part of an innovative company with a strong emphasis on employee development and a collaborative team culture. This role provides the chance to work with advanced software solutions and contribute to client success.

• Our client offers a competitive salary and a comprehensive benefits package, including medical aid and opportunities for professional growth.
• The hybrid work model provides flexibility, blending focused time in our **Nelspruit** office with the convenience of remote work.
• You will be part of an innovative company with a strong emphasis on employee development and a collaborative team culture.
• This role provides the chance to work with advanced software solutions and contribute to client success.