Technical Support Expert

Toplent · South Africa · posted today ago

engineering mobile operations qa remote jobs in south africa

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About this role

About the Job

Toplent helps companies scale faster by connecting them with exceptional remote professionals from SEA, LATAM, and South Africa. We are currently collaborating with a client who is looking for a detail-oriented and customer-focused Technical Support Specialist to join their team on a full-time remote basis.

Responsibilities:

💻 Provide timely technical assistance and support to customers via chat, email, or phone
🔧 Diagnose, troubleshoot, and resolve hardware, software, and network issues
🗂️ Document technical issues, resolutions, and customer interactions in the ticketing system
🎯 Escalate complex cases to higher-level support or engineering teams when necessary
📚 Guide customers through step-by-step solutions and provide clear instructions to resolve problems
⚙️ Collaborate with product, engineering, and QA teams to report recurring issues and suggest improvements
🤝 Deliver exceptional customer service by maintaining a professional, empathetic, and solution-oriented approach
📈 Stay updated with product knowledge, new features, and industry best practices to provide accurate support

Required Skills:

💬 Minimum 2 years of experience in technical support, helpdesk, or IT support role
🖥️ Strong understanding of computer systems, mobile devices, software applications, and networking fundamentals
📊 Experience with ticketing systems (e.g., Zendesk, Freshdesk, Jira, or similar)
🗣️ Excellent communication skills with the ability to explain technical issues clearly to non-technical users
⚡ Strong problem-solving skills with a proactive and analytical mindset
⏱️ Ability to multitask, prioritize, and manage time effectively under pressure
🌟 Positive, customer-first attitude with a focus on delivering solutions