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    • Technical Support Agent/Analyst L1 - Cape Town - Pure Placements

    Pure Placements
    Pure Placements Cape Town

    5 days ago

    Default job background
    Description

    Job Description

    Technical Support Specialist (100% Remote)

    Overview: Our client is seeking a highly skilled Technical Support Specialist to join their team remotely. In this role, you will play a key part in delivering exceptional customer support, resolving complex issues, and collaborating closely with the client's product development teams.

    Responsibilities

    • Handle incoming customer requests by triaging, documenting, and ensuring timely resolution of issues.
    • Identify and reproduce technical issues for the client's product development teams, including occasional weekend on-call duties.
    • Act as a brand ambassador by providing considerate and personalized responses to customer inquiries.
    • Test new features, report bugs, and surface customer feedback to improve the product.
    • Maintain and enhance the customer support knowledge base by creating helpful documentation.
    • Stay updated on product changes and updates to deliver accurate support.

    Requirements

    • Minimum of a Grade 12 (Matric).
    • Minimum of 2+ years of experience in customer support, ideally in a software or tech-focused role.
    • Fluent in English, with strong written and verbal communication skills.
    • Strong technical aptitude with the ability to troubleshoot software and hardware issues.
    • Problem-solving mindset with a focus on empathy, resourcefulness, and attention to detail.

    Skills

    • Essential: Proficient in troubleshooting, excellent communication skills, ability to work independently, and handle high-pressure situations.
    • Preferred: Prior experience with a SaaS company, knowledge of CRM or ticketing systems, and experience working in remote teams.

    Benefits

    • Competitive salary.
    • Fully remote role, giving you the flexibility to work from the comfort of your home.
    • Part of a supportive, diverse, and innovative team focused on enhancing global trade through AI-driven technology.
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