Technical Support Specialist

Agent; South Africa; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A technology solutions provider is seeking a Technical Support Specialist to join their remote team. This role involves providing first-level technical assistance to customers worldwide, focusing on commercial laundry equipment. Ideal candidates will have 2+ years of experience in technical support and a strong problem-solving mindset. This position offers a flexible working schedule and competitive compensation.

Qualifications

• 2+ years of experience in technical support, field service, or equipment repair.
• Hands-on experience with commercial washing machines, dryers, or similar commercial equipment is a strong plus.
• Exceptional communication and customer service abilities.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat.
• Diagnose and resolve issues remotely using manuals and troubleshooting techniques.
• Provide calm, empathetic, and professional support to customers.

Skills

Technical support

Customer service

Problem-solving

Communication

Job description

Technical Support Specialist

Location: Remote (South Africa)

Hours: 9 am - 5 pm Pacific Time (flexibility for Central and Eastern coverage)

Compensation: USD $1,400–$1,600/month

Job Type: Contractor, 40 hrs/week

About the Role

Our client is seeking a Technical Support Specialist to join their expanding remote support team. In this role, you will provide first-level technical assistance to customers worldwide, primarily small business owners using commercial laundry equipment. You’ll troubleshoot mechanical and technical issues, guide customers through repairs, and ensure every interaction reflects the company´s high service standards.

The ideal candidate is technically inclined, patient, detail-oriented, and thrives in a problem-solving environment. Prior experience working with commercial washing machines is highly preferred.

Key Responsibilities

• Customer Support: Respond promptly to customer inquiries via phone, email, and chat regarding equipment operation or issues.

• Technical Troubleshooting: Diagnose and resolve issues remotely using manuals, schematics, and logical troubleshooting techniques—often based on incomplete customer descriptions.

• Escalation & Documentation: Escalate complex cases to senior technicians as needed while maintaining clear, detailed case notes for continuity.

• Customer Experience: Provide calm, empathetic, and professional support even in challenging situations, ensuring a positive customer experience.

• Cross-Selling: Identify opportunities to recommend replacement parts, accessories, or related services to enhance customer satisfaction.

• Follow-Up: Track pending service requests, especially when replacement parts are on backorder, and keep customers informed throughout the process.

• Collaboration: Work closely with production and technical teams to ensure consistent service quality and knowledge sharing.

Required Qualifications

• 2+ years of experience in technical support, field service, or equipment repair.

• Hands-on experience with commercial washing machines, dryers, or similar commercial equipment (e.g., Whirlpool, Maytag, Speed Queen, Electrolux, etc.) is a strong plus.

• Solid understanding of mechanical and electrical systems in commercial laundry or comparable equipment.

• Ability to read and interpret technical manuals and schematics.

• Exceptional communication and customer service abilities.

• Strong problem-solving mindset with a structured approach to diagnosing issues.

• Patience, empathy, and composure when dealing with frustrated customers.

• High attention to detail—especially in documenting service cases.

Nice to Have

• Prior experience in remote support environments or customer service for industrial/commercial products.

• Experience in sales or cross-selling parts and services.

• Background in appliance repair or maintenance for commercial-grade equipment.