Technical Support Representative

Placements24; Mtubatuba Local Municipality; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Bonuses

Hybrid work arrangement

Health benefits

Training and certifications

Growth opportunities

Job summary

Placements24 in Richards Bay is seeking a patient Technical Support Representative to provide first-line support, diagnose hardware and software issues, and guide users through solutions. You will document actions in the ticketing system and educate customers on product features.

Hybridity is offered with a mix of on-site and remote work. Applicants should have a high school diploma (or equivalent) and IT support certification is a plus, enabling effective service delivery in a dynamic tech

Qualifications

• Provide first-level technical support via phone, email, and remote access tools.
• Diagnose and resolve hardware, software, and network issues.
• Document all interactions, troubleshooting steps, and resolutions in the ticketing system.

Responsibilities

• Escalate complex issues to higher-level teams or engineers as needed.
• Educate customers on product features and best practices to prevent future issues.

Skills

Technical support

Problem-solving

Customer service

Communication

Education

High school diploma or equivalent

IT support certification (beneficial)

Tools

Remote access tools

Ticketing system

Windows

macOS

Job description

About the Role

Our client seeks a knowledgeable and patient Technical Support Representative to join their team in Richards Bay . This role involved providing technical assistance to customers experiencing issues with our client's products or services. You will diagnose problems, guide users through step-by-step solutions, and ensure a high level of customer satisfaction. Working in a hybrid capacity, you will collaborate with both on-site and remote colleagues, leveraging a mix of in-office and remote workdays to optimize productivity and team synergy. This position is key to ensuring our customers can fully utilize our client's technological offerings without disruption.

Key Responsibilities

• Provide first-level technical support to customers via phone, email, and remote access tools.
• Diagnose and resolve hardware, software, and network issues efficiently.
• Document all support interactions, troubleshooting steps, and resolutions in the ticketing system .
• Escalate complex technical issues to higher-level support teams or engineers as needed.
• Educate customers on product features and best practices to prevent future issues.

Requirements

• High school diploma or equivalent; a certification in IT support is beneficial.
• Proven experience in a technical support role, ideally with hardware and software troubleshooting.
• Excellent problem-solving and analytical skills.
• Strong communication and customer service abilities, capable of explaining technical concepts clearly.
• Familiarity with operating systems (Windows, macOS) and common software applications.

Benefits

• Competitive salary with performance-based bonuses.
• Hybrid work arrangement , combining office presence with remote flexibility.
• Comprehensive health and wellness benefits package.
• Access to ongoing technical training and certifications.
• A dynamic team environment in Richards Bay with opportunities for growth.