Remote Technical Support

Job Description

As a Remote Technical Support professional based in Johannesburg, you will play a crucial role in providing assistance to our clients. You will be responsible for troubleshooting technical issues, guiding users through solutions, and maintaining high levels of customer satisfaction.

Responsibilities

• Serve as the primary point of contact for customer inquiries regarding technical issues.
• Troubleshoot and provide solutions for hardware and software problems.
• Log all interactions in the support ticketing system for accountability.
• Assist in the training of new support staff.
• Provide feedback on common issues to help improve product quality.
• Manage escalation of unresolved issues to senior technical staff.
• Respond to customer queries and provide timely updates on issue resolution.
• Participate in team meetings to discuss ongoing support initiatives.

Requirements

Education

• Bachelor's degree in Computer Science or related field
• Relevant certifications such as CompTIA A+ or ITIL are preferred.

Experience

• 3+ years of experience in a remote technical support role

Technical Skills

• Networking Knowledge
• Help Desk Software Proficiency

Soft Skills

• Attention to Detail
• Adaptability

Certifications

• CompTIA A+ Certification
• ITIL Foundations Certification

Languages

• English: Fluent

Advantageous

• Knowledge of scripting languages: Experience with basic scripting for automation tasks.
• ITIL Certification: Understanding ITIL framework for service management best practices.

Benefits

• Remote work flexibility with adapted hours
• Health and wellness benefits
• Career growth and advancement opportunities
• Annual leave and public holidays

Company Culture

• Respect and Inclusion: We embrace diversity and create an inclusive environment for all employees.
• Continuous Improvement: We support ongoing training and skill enhancement for our employees.
• Work-Life Balance: We promote a healthy work-life balance for our team members.