Technical Support Representative

Placements24; Rustenburg; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Competitive salary

Remote work stipend

Medical, dental, and vision insurance

Training and certifications

Job summary

Placements24 is seeking a skilled Technical Support Representative to join their fully remote team, serving customers in the Rustenburg area and beyond. You will diagnose and resolve technical issues, guiding users through troubleshooting while communicating clearly with non-technical customers.

This role requires strong hardware, software, OS, and networking knowledge, excellent problem-solving, and the ability to work independently in a remote environment.

Qualifications

• Proven experience as a Technical Support specialist or in a similar helpdesk role.
• Strong knowledge of computer hardware, software, operating systems, and basic networking concepts.
• Excellent problem-solving and analytical skills, with the ability to troubleshoot complex issues.
• Superior communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency with remote support tools and ticketing systems.
• Ability to work independently and manage time effectively in a remote work environment.

Responsibilities

• Provide first-level technical support to customers via phone, email, and chat, addressing hardware, software, and network issues.
• Diagnose and troubleshoot technical problems, effectively utilizing remote diagnostic tools.
• Document all support requests, resolutions, and customer interactions in the ticketing system.
• Escalate unresolved issues to senior technical staff or specialized teams according to defined procedures.
• Educate customers on product features and best practices to prevent future issues.
• Maintain a high level of customer satisfaction through timely and effective problem resolution.

Skills

Problem-solving

Analytical skills

Communication

Remote work

Time management

Customer support

Networking basics

Tools

Ticketing systems

Job description

About the Role

Our client is looking for a skilled and responsive Technical Support Representative to join their fully remote team, serving customers in the Rustenburg area and beyond. You will be instrumental in diagnosing and resolving technical issues, ensuring our customers have a seamless experience with our products. This role requires a blend of technical acumen and excellent communication skills to guide users through complex troubleshooting processes. If you are passionate about technology and helping others, this is an excellent opportunity to contribute to a forward-thinking company from the comfort of your home office.

Key Responsibilities

• Provide first-level technical support to customers via phone, email, and chat, addressing hardware, software, and network issues.
• Diagnose and troubleshoot technical problems, effectively utilizing remote diagnostic tools.
• Document all support requests, resolutions, and customer interactions in the ticketing system.
• Escalate unresolved issues to senior technical staff or specialized teams according to defined procedures.
• Educate customers on product features and best practices to prevent future issues.
• Maintain a high level of customer satisfaction through timely and effective problem resolution.

Requirements

• Proven experience as a Technical Support specialist or in a similar helpdesk role.
• Strong knowledge of computer hardware, software, operating systems, and basic networking concepts.
• Excellent problem-solving and analytical skills, with the ability to troubleshoot complex issues.
• Superior communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency with remote support tools and ticketing systems.
• Ability to work independently and manage time effectively in a remote work environment .

Benefits

• Competitive salary and potential for overtime pay.
• Comprehensive medical, dental, and vision insurance.
• Generous remote work stipend for home office setup.
• Continuous training and opportunities for technical certification.
• A collaborative and supportive remote team culture.