Technical Support Specialist

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

Benefits offered by this job

Remote work environment

Job summary

Placements24 is seeking a Technical Support Specialist to join our innovative team, working remotely to assist clients across time zones. This role emphasizes expert troubleshooting, clear guidance, and excellent customer service in a remote-first environment.

You will diagnose and resolve complex issues, document steps for the knowledge base, and collaborate with engineering to drive product improvements. Durban-area meetings may be required occasionally.

Qualifications

• Proven experience in a technical support or IT helpdesk role.
• Strong understanding of software, hardware, and network troubleshooting.
• Exceptional written and verbal communication for remote collaboration.

Responsibilities

• Diagnose and resolve complex technical issues reported by customers.
• Provide clear, concise, and accurate technical guidance and solutions.
• Document technical solutions, troubleshooting steps, and known issues for the knowledge base.
• Collaborate with engineering and product teams to identify and address product bugs and improvements.
• Stay up-to-date with product updates and new technologies to offer the best possible support.

Skills

Technical troubleshooting

Analytical thinking

Written and verbal communication

Remote support

Tools

Remote support tools

Ticketing systems

Job description

About the Role

Our client is seeking a skilled and motivated Technical Support Specialist to join their innovative team, remotely serving clients. This role is pivotal in providing expert technical assistance and troubleshooting for our client's diverse range of software products. You will be instrumental in resolving technical challenges, ensuring customer satisfaction, and contributing to the continuous improvement of our support services. This is an excellent opportunity for a technically adept individual to thrive in a remote-first culture, collaborating with a global team and making a significant impact on user experience.

Key Responsibilities

• Diagnose and resolve complex technical issues reported by customers through various channels.
• Provide clear, concise, and accurate technical guidance and solutions to users.
• Document technical solutions, troubleshooting steps, and known issues for the knowledge base.
• Collaborate with engineering and product teams to identify and address product bugs and improvements.
• Stay up-to-date with product updates and new technologies to offer the best possible support.

Requirements

• Proven experience in a technical support or IT helpdesk role.
• Strong understanding of software, hardware, and network troubleshooting.
• Excellent analytical and problem-solving skills.
• Proficiency in using remote support tools and ticketing systems.
• Exceptional written and verbal communication skills for effective remote collaboration, ideally based in or near Durban for occasional meetings.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and sick leave policy.
• Opportunities for professional development and certifications.
• A fully remote work environment with flexible hours.