Customer Support Technician

About the role

As a Customer Support Technician on the After‑Sales Support team, you will work remotely with retailers and brands using VusionGroup’s IoT platform. You will diagnose technical issues, guide customers through solutions, and ensure a smooth experience with our software and hardware products.

Key responsibilities

• Connect remotely with customers to identify root causes and resolve issues.
• Diagnose failures in the software operating system and database.
• Identify hardware or infrastructure problems.
• Solve or escalate configuration, software, and system problems during troubleshooting.
• Interact directly with clients via telephone and email.
• Perform maintenance, report bugs, and set up VPN connections.

Required profile

• 1‑2 years of experience in a Tier II customer‑facing technical support role.
• National Diploma in IT or equivalent.
• Fluent English with excellent verbal and written communication.
• Ability to collaborate across operational, functional, and technical teams in a virtual global environment.

Required skills

• Knowledge of TCP/IP networking.
• Familiarity with operating systems: Windows, Linux, Unix.
• SQL database basics.
• Experience with Microsoft Azure cloud services and general cloud computing concepts.
• Basic programming knowledge; front‑end JavaScript is a plus.

What we offer

• Hybrid work model.
• 35 days paid time off.
• Health and wellness benefits from day one.
• Retirement savings plans and financial planning support.
• Family‑first assistance programs.