Technical Support Agent - Tier 1

Placements24; Centurion; Hybrid; ZAR 165,000 - 248,000; Full time

Benefits offered by this job

Remote work

Flexible schedule

Exposure to cutting-edge tech

Contract extension possible

Global product suite exposure

Job summary

Placements24 is seeking a Technical Support Agent - Tier 1 for a remote role in South Africa. You will be the first point of contact, diagnosing and resolving basic software and hardware issues, guiding users with clear instructions, and escalating complex problems to Tier 2.

Candidates should have 1-2 years in tech support, familiarity with Windows/macOS, networking basics, and experience with helpdesk tools like Jira Service Desk or Freshdesk.

Qualifications

• 1-2 years of experience in technical support or a similar IT role.
• Familiarity with operating systems (Windows, macOS) and common software applications.
• Basic understanding of networking concepts and troubleshooting.
• Excellent problem-solving and analytical skills.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly.
• Experience with helpdesk software (e.g., Jira Service Desk, Freshdesk) is highly desirable.

Responsibilities

• Respond to customer support requests via phone, email, and ticketing system.
• Diagnose and resolve basic technical hardware and software issues.
• Guide users through problem-solving processes and provide step-by-step instructions.
• Install, configure, and update software applications as needed.
• Escalate unresolved issues to Tier 2 support with detailed problem descriptions.
• Maintain accurate records of customer interactions, issues, and resolutions.
• Contribute to the knowledge base by documenting common issues and solutions.
• Identify trends in customer issues and report them to the relevant teams.
• Ensure all customer interactions are handled with professionalism and empathy.

Skills

Technical support

Communication

Problem solving

Remote work

Education

High school diploma

Technical certification

Associate's degree

Tools

Jira Service Desk

Freshdesk

Job description

About the Role

Our client, a fast-growing technology firm specializing in innovative software solutions, is looking for a dedicated and technically inclined Technical Support Agent - Tier 1 to join their remote team. This role is critical in providing first-level technical assistance to users experiencing issues with our client's software products. You will be the first point of contact, diagnosing and resolving common technical problems, and escalating more complex issues to higher tiers of support. The position requires a keen understanding of software applications and a passion for troubleshooting. This is an excellent opportunity for individuals eager to build a career in technical support, offering a chance to work remotely from anywhere in Gauteng , with specific focus on areas like Centurion . We are seeking motivated individuals who can effectively communicate technical information to non-technical users and maintain a high level of customer satisfaction. Your ability to work autonomously and manage your time effectively will be key to succeeding in this remote-first environment.

Key Responsibilities

• Respond to customer support requests via phone, email, and ticketing system.
• Diagnose and resolve basic technical hardware and software issues.
• Guide users through problem-solving processes and provide step-by-step instructions.
• Install, configure, and update software applications as needed.
• Escalate unresolved issues to Tier 2 support with detailed problem descriptions.
• Maintain accurate records of customer interactions, issues, and resolutions.
• Contribute to the knowledge base by documenting common issues and solutions.
• Identify trends in customer issues and report them to the relevant teams.
• Ensure all customer interactions are handled with professionalism and empathy.
• Follow up with customers to ensure their technical issues have been resolved satisfactorily.

Requirements

• High school diploma or equivalent; a technical certification or associate's degree is a plus.
• 1-2 years of experience in technical support or a similar IT role.
• Familiarity with operating systems (Windows, macOS) and common software applications.
• Basic understanding of networking concepts and troubleshooting.
• Excellent problem-solving and analytical skills.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly.
• Experience with helpdesk software (e.g., Jira Service Desk, Freshdesk) is highly desirable.
• Ability to work independently and manage time effectively in a remote setting.
• Must have a reliable internet connection and a dedicated workspace.
• Customer-centric approach with a patient and helpful demeanor.

Benefits

• Competitive contractor rate.
• Flexible remote work arrangement.
• Opportunity to work with cutting-edge technology.
• Continuous learning and development opportunities in IT support.
• Gain valuable experience in a growing industry.
• Exposure to diverse technical challenges.
• Potential for contract extension based on performance.
• Contribute to a globally recognized product suite.