Please mention DailyRemote when applying
AI Summary
Provide first-line technical support by resolving inbound tickets, emails, and calls within SLA timeframes. Diagnose issues, document requests in the helpdesk system, and contribute to the internal knowledge base.
Job Overview
We are seeking a motivated and technically minded Help Desk Agent to provide first-line support to our users and clients. This fully remote role is ideal for someone who is patient, analytical, and passionate about resolving issues quickly and effectively.
Key Responsibilities
- Respond to and resolve inbound support tickets, emails, and calls within agreed SLA timeframes
- Diagnose and troubleshoot technical and non-technical issues reported by users
- Log, track, and update all support requests accurately in the helpdesk system
- Escalate unresolved issues to second-line support or relevant teams with clear documentation
- Guide users through step-by-step solutions in a clear and friendly manner
- Contribute to the development and maintenance of knowledge base articles and FAQs
- Identify recurring issues and report trends to the support team lead
Qualifications and Experience
- 1+ year of experience in a help desk, IT support, or customer support role
- Strong troubleshooting and problem-solving skills
- Excellent written and verbal communication skills
- Proficiency with helpdesk platforms (Zendesk, Freshdesk, Jira Service Management, or similar)
- Basic understanding of IT systems, software, and networking is advantageous
- Patient, empathetic, and calm when handling frustrated users
- Reliable home office setup with stable internet connection
- Matric certificate required; IT diploma or A+ certification is advantageous
Salary: R25,000/month | 100% Remote
Automatically Apply to the Best Remote Jobs
Stop the endless job search. Our AI finds and applies to the best jobs for you.
