Remote Technical Support Specialist - Installations

About the Role

Our client is seeking a proficient Remote Technical Support Specialist to provide critical installation support for their clientele, based remotely and serving customers in the Mossel Bay, Western Cape region. You will be the primary technical point of contact for customers and on-site installers, assisting with the setup, configuration, and initial troubleshooting of specialized equipment. This role requires a deep understanding of the product suite, excellent problem-solving abilities, and the capacity to communicate technical instructions clearly and effectively through various remote channels. The ideal candidate is adept at managing multiple support requests and ensuring a smooth customer experience during installation phases.

Key Responsibilities

• Provide remote technical assistance for the installation and setup of company products, guiding customers and installers through the process.
• Troubleshoot common and complex installation issues, including software configuration, network connectivity, and hardware compatibility problems.
• Clearly document customer interactions, troubleshooting steps, and resolutions in the CRM system.
• Develop and maintain knowledge base articles and FAQs related to installation procedures and common problems.
• Escalate unresolved issues to higher-level support or engineering teams, providing comprehensive details.
• Monitor customer feedback and identify trends or recurring issues to inform product improvements.

Requirements

• A technical diploma or degree, or equivalent work experience in a technical support role.
• Minimum of 3 years of experience in technical support or customer service, with a focus on installations.
• Strong understanding of networking concepts (TCP/IP, DNS, DHCP) and hardware troubleshooting.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Proficiency in using remote support tools and ticketing systems.
• Demonstrated ability to work independently and manage time effectively in a remote setting.

Benefits

• Competitive annual salary.
• Fully remote working environment with flexible hours.
• Comprehensive training on products and support tools.
• Opportunities for career advancement within the technical support department.
• A supportive and collaborative team culture.