Technical Solutions Specialist (Advanced Support)

Remote | South Africa
Working Hours: Monday – Friday | 3:00 PM – 11:00 PM (SA Time)
Employment Type: Full-Time | Independent Contractor

About the Role

An established US-based company is seeking a Technical Solutions Specialist to join their Advanced Support team. This is an excellent opportunity for a technically minded professional who enjoys solving complex software and system issues while delivering exceptional customer support.

In this role, you will investigate, troubleshoot, and resolve advanced payroll, HR, timekeeping, and software-related issues that require deeper technical analysis than frontline support. You'll collaborate with internal teams, third-party vendors, and clients to deliver timely, effective solutions while ensuring an outstanding customer experience.

Key Responsibilities

• Investigate and resolve complex payroll, HR, timekeeping, and system-related technical issues.
• Analyze reported problems, replicate issues, identify root causes, and validate solutions through testing.
• Manage support cases from initial investigation through to final resolution.
• Collaborate with internal departments and third-party vendors to resolve technical challenges.
• Keep clients informed with regular updates and clear expectations throughout the support process.
• Create and maintain technical documentation, knowledge base articles, and internal support procedures.
• Train clients and colleagues on advanced system functionality and best practices.
• Identify recurring issues and recommend process improvements and system enhancements.
• Participate in testing new software features, product enhancements, and system updates before release.
• Ensure accurate documentation of investigations, resolutions, and client communications.

Requirements

• 3–5 years' experience in Technical Support, Advanced Customer Support, HRIS, Payroll Systems, Software Support, System Implementation, or a similar troubleshooting role.
• Strong analytical thinking with excellent problem-solving and root cause analysis skills.
• Experience investigating, replicating, testing, and validating software or system issues.
• Excellent verbal and written English communication skills.
• Strong organizational and time management skills with the ability to manage multiple support cases simultaneously.
• Comfortable working independently while collaborating with cross-functional teams.
• Experience coordinating with internal departments and third-party software vendors.
• Excellent documentation and process management skills.
• High attention to detail and commitment to delivering quality customer service.

Technical Skills

Experience with the following is highly advantageous:

• Microsoft Office 365
• Microsoft Teams
• Zendesk or similar ticketing platforms
• Payroll software
• HRIS systems
• CRM or Helpdesk platforms
• Software troubleshooting and testing

What We're Looking For

We're looking for someone who is:

• Highly analytical and naturally curious
• Technically minded with excellent troubleshooting abilities
• Detail-oriented and methodical
• Calm under pressure
• Customer-focused and solutions-driven
• A proactive communicator
• Able to work in a fast-paced environment
• A collaborative team player with a positive attitude

Minimum Technical Requirements

Applicants must have:

• Own laptop or desktop computer
• Stable fibre internet connection
• Backup power (UPS or inverter)
• Quiet, professional home office environment