Technical Support Representative

Our client, a dynamic software development company, is seeking a motivated Technical Support Representative to join their remote team. This role is essential for providing high-level technical assistance to users of their innovative software products. You will diagnose and resolve complex technical issues, guide users through solutions, and contribute to product improvement feedback. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for helping users succeed.

This is an excellent opportunity for an IT professional seeking a fully remote position that offers growth and development in a cutting-edge industry, supporting clients globally from their base near Stellenbosch, Western Cape . We are looking for individuals who are proactive, analytical, and possess outstanding communication abilities to effectively support our diverse user base. This role is crucial in maintaining user satisfaction and ensuring the smooth operation of our client's software solutions worldwide.

• Provide remote technical support for software applications via phone, email, and chat.
• Diagnose, troubleshoot, and resolve software-related issues reported by users.
• Guide customers through product features and functionalities.
• Escalate unresolved issues to the development or engineering teams with detailed information.
• Document support interactions, solutions, and common issues in a knowledge base.
• Assist in testing new software releases and providing feedback.
• Identify trends in support requests to inform product development.
• Maintain a high level of customer satisfaction through timely and effective support.
• Contribute to creating user guides and technical documentation.
• Stay updated on software updates and new features.

• Bachelor's degree in Computer Science, IT, or a related field, or equivalent practical experience.
• Proven experience in technical support, preferably for software products.
• Strong understanding of software development lifecycle and common programming concepts.
• Excellent problem-solving, analytical, and diagnostic skills.
• Proficiency with operating systems (Windows, macOS, Linux) and web technologies.
• Superb written and verbal communication skills, with the ability to explain technical concepts clearly.
• Experience with CRM and ticketing systems (e.g., Zendesk, Jira Service Desk).
• Ability to work independently and manage workload in a remote environment.
• A proactive attitude and a passion for technology.
• Located within South Africa to facilitate potential future on-site meetings.

• Competitive salary.
• Fully remote work environment.
• Comprehensive medical and dental insurance.
• Generous paid time off and company holidays.
• Opportunities for professional development and certifications.
• Stock options or performance bonuses.
• Access to advanced remote work technologies.
• Virtual team collaboration and social events.
• Contribution to retirement savings.
• Discounted software licenses for personal use.