Technical Support Specialist
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
Benefits:
- 🌍 100% Remote Role (Work from anywhere)
- 💵 Competitive Salary in USD
- 🚀 Career Growth & Development Opportunities
- 🤝 Work with a collaborative and supportive international team