Role Description Remote Recruitment is hiring a Technical Support Analyst for UK-based clients in a fully remote capacity. Based in South Africa and working UK business hours, this is an excellent opportunity for driven professionals seeking international exposure. - Execute all core responsibilities professionally and to a consistently high standard - Manage your workload effectively and meet all agreed targets and deadlines - Communicate proactively and clearly with internal teams and external stakeholders - Maintain accurate records and documentation in all systems - Contribute to team improvement initiatives and best practice sharing - Represent the organisation professionally at all times Qualifications - 2+ years of relevant professional experience in a similar role - Excellent written and verbal communication skills in English - Proficient in Microsoft Office Suite and relevant software tools - Highly organised, reliable, self-motivated and detail-oriented - Stable and quiet home office with a reliable high-speed internet connection Benefits - Competitive monthly salary between R25,000 and R35,000 - 100% remote position working UK business hours - Excellent career growth and professional development opportunities - Exposure to leading UK businesses and international work practices Company Description Remote Recruitment – connecting outstanding South African talent with ambitious UK employers. If this role sounds like you, we encourage you to apply today.

• Answer customer questions about product usage and best practices. • Diagnose complex technical issues and provide solutions or workarounds. • Connect with customers through a ticketing system, with phone support sometimes required for complex or urgent issues. • Collaborate frequently with members of the Support and Engineering teams. • Contribute to documentation. • Contribute to internal software tools to automate diagnosis of customer issues. • Work a weekend on-call rotation every 4-8 weeks (daytime hours only).

• Respond to support requests received by email and telephone • Perform initial investigation, troubleshooting and ticket triage • Escalate incidents to senior engineers when required • Work collaboratively with colleagues to meet customer SLAs • Maintain accurate and professional ticket records • Participate in customer communications via email, telephone, video calls and screen-sharing sessions • Contribute to and utilise our internal knowledge base and operational procedures • Participate in a rota-based support service, including weekend cover

• Deliver outstanding customer support via phone, emails and chats; • Escalating complex cases to the internal team; • Assisting customers with inquiries regarding device additions, login guidance, password retrieval, cancellations, policy & subscription questions; • Keep up with evolving tools and technology; • Handle sensitive customer data with care and security; • Apply the latest and greatest customer happiness practices; • Maintain deep understanding of client solutions and meet KPI.