Client Support Specialist - Online Services

Placements24; Upington; Hybrid; ZAR 420,000 - 720,000; Full time

Benefits offered by this job

Annual performance bonus

Fully remote

Health, dental, and vision insurance

Generous PTO & professional dev

Job summary

Placements24 is seeking a highly skilled Client Support Specialist to join our fully remote team serving SaaS clients. You’ll handle technical queries, guide users through platform features, and ensure a seamless client experience from anywhere.

You will troubleshoot complex issues, document interactions in the CRM, and collaborate with engineering to report bugs and suggest improvements. The role emphasizes proactive communication, strong relationships, and delivering exceptional service.

Qualifications

• Bachelor's degree or equivalent practical experience.
• Minimum of 3 years in technical or client support for SaaS or online services.
• Strong understanding of web technologies and APIs.
• Excellent problem-solving and communication abilities.

Responsibilities

• Provide expert technical support via email, chat, and phone.
• Troubleshoot and resolve platform, account, and integration issues.
• Guide clients in maximizing platform use to achieve business goals.
• Document interactions and resolutions in the support system.
• Collaborate with engineering and product teams to report bugs and improvements.
• Communicate platform updates and best practices to clients.

Skills

Strong communication skills

Analytical thinking

Problem-solving

Client relationship management

Education

Bachelor's degree or equivalent practical experience

Tools

CRM software

Helpdesk software

Job description

About the Role

Our client is seeking a highly skilled and customer-centric Client Support Specialist to join their fully remote team, focusing on online services. This role is vital for ensuring our clients receive seamless support and expert assistance with our digital platforms. You will be responsible for addressing technical queries, guiding users through platform features, and proactively identifying solutions to enhance their experience. This fully remote position offers the ultimate flexibility, allowing you to work from any location while collaborating with a dynamic team dedicated to client success and technological innovation.

Key Responsibilities

• Provide expert technical support and guidance to clients using our online services via multiple channels (email, chat, phone).
• Troubleshoot and resolve complex issues related to platform functionality, user accounts, and integrations.
• Assist clients in optimizing their use of the platform to achieve their business goals.
• Document all client interactions, resolutions, and feedback accurately within the support system.
• Collaborate with engineering and product teams to report bugs and suggest improvements based on client feedback.
• Proactively communicate platform updates and best practices to clients.

Requirements

• Bachelor's degree in a relevant field or equivalent practical experience.
• Minimum of 3 years of experience in technical support or client support for SaaS or online services.
• Strong understanding of web technologies, APIs, and common integration methods.
• Excellent problem-solving, analytical, and diagnostic skills.
• Exceptional communication and interpersonal skills, with a focus on building client trust.
• Proficiency in using CRM and helpdesk software .

Benefits

• A highly competitive salary package with annual performance bonuses.
• Fully remote work environment with flexible working hours.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and professional development allowances.
• A collaborative and forward-thinking company culture focused on client empowerment.