Technical Support Representative

Placements24; Welkom; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Hybrid work model

Medical aid

Retirement fund benefits

Technical training and certifications

Paid time off

Access to company resources

Job summary

Placements24 in Welkom, Free State, is seeking a Technical Support Representative to join our team on a hybrid schedule. You will handle first-line support for hardware and software issues and guide customers through solutions to maintain high satisfaction.

The role requires strong OS knowledge (Windows/macOS), problem-solving, and communication skills, with a preference for CompTIA A+ certification and the ability to work both independently and with a team.

Qualifications

• Proven experience in technical support or IT roles.
• Strong knowledge of Windows and macOS, software, and basic networking concepts.
• Excellent troubleshooting and problem-solving skills.
• Experience with remote support tools.
• CompTIA A+ certification is advantageous.
• Must be able to commute to Welkom, for hybrid days.

Responsibilities

• Provide first-line technical support to customers via phone, email, and chat.
• Diagnose and resolve hardware, software, and networking issues.
• Guide users through step-by-step solutions for technical problems.
• Escalate complex issues to senior technical staff when necessary.
• Document all support requests and resolutions in the ticketing system.
• Maintain a knowledge base of common issues and their solutions.
• Test and implement software updates and patches.
• Provide feedback to the product development team on recurring technical issues.
• Ensure timely and effective resolution of all customer technical inquiries.
• Contribute to a positive customer support experience.

Skills

Technical support

Troubleshooting

Remote support tools

Communication

Independent worker

Hardware troubleshooting

Education

High school diploma

CompTIA A+ certification

Technical diploma

Tools

Ticketing system

Job description

About the Role

Our client, a fast-growing technology solutions provider, is seeking a skilled Technical Support Representative to join their team in Welkom, Free State . This role offers a hybrid work arrangement, allowing for a balance between in-office collaboration and remote flexibility. You will be instrumental in assisting clients with technical issues related to our client's software and hardware products. Your ability to diagnose problems, provide clear solutions, and maintain a high level of customer satisfaction will be key to success. This is an excellent opportunity for individuals with a strong technical aptitude and a passion for helping others succeed.

Key Responsibilities

• Provide first-line technical support to customers via phone, email, and chat.
• Diagnose and resolve hardware, software, and network issues.
• Guide users through step-by-step solutions for technical problems.
• Escalate complex issues to senior technical staff when necessary.
• Document all support requests and resolutions in the ticketing system.
• Maintain a knowledge base of common issues and their solutions.
• Test and implement software updates and patches.
• Provide feedback to the product development team on recurring technical issues.
• Ensure timely and effective resolution of all customer technical inquiries.
• Contribute to a positive customer support experience.

Requirements

• Proven experience in technical support or a similar IT role.
• Strong understanding of operating systems (Windows, macOS), common software applications, and basic networking concepts.
• Excellent troubleshooting and problem-solving skills.
• Proficiency in using remote support tools.
• Good communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Ability to work independently and as part of a team.
• Experience with hardware troubleshooting is a plus.
• Relevant IT certifications (e.g., CompTIA A+) are advantageous.
• Must be able to commute to the office in Welkom, Free State for scheduled hybrid days.
• High school diploma required; technical diploma or degree is a plus.

Benefits

• Competitive annual salary.
• Hybrid work model for work-life balance.
• Medical aid and retirement fund benefits.
• Opportunities for technical training and certifications.
• Collaborative team environment.
• Paid time off.
• Access to company resources and support.