Client Support Specialist (SaaS)

Placements24; Klerksdorp; On-site; ZAR 260,000 - 420,000; Full time

Benefits offered by this job

Competitive salary

Medical aid

Retirement fund contributions

Paid time off

Professional growth

Modern office in Klerksdorp

Job summary

Placements24 in Klerksdorp, South Africa, seeks a Client Support Specialist to deliver timely SaaS technical support via email, phone and chat, helping clients maximize value from our software. You will troubleshoot and guide clients on features, documenting interactions in our CRM system to ensure consistent service.

Join a collaborative team focused on client success, with growth opportunities and a dynamic, professional environment in the Klerksdorp office.

Qualifications

• 2-3 years in customer or technical support, SaaS preferred.
• Clear verbal and written communication; able to explain tech clearly.
• Proficient with helpdesk software and CRM systems.
• Relocation to Klerksdorp, North West if not already local.

Responsibilities

• Provide timely technical support via email, phone and chat.
• Troubleshoot software issues, integrations and performance.
• Guide clients on product features and best practices.
• Document interactions and resolutions in the CRM.
• Escalate complex issues and assist knowledge base updates.
• Identify needs and propose solutions or feature requests.
• Gather feedback for product and development teams.

Skills

Customer support

SaaS knowledge

Technical troubleshooting

CRM usage

Communication skills

Education

High school diploma

Bachelor's degree preferred

Tools

Helpdesk software

CRM systems

Job description

About the Role

Our client, a rapidly growing provider of innovative SaaS solutions, is looking for a Client Support Specialist to join their dedicated team in Klerksdorp, North West . This role is crucial for ensuring our clients receive exceptional support and derive maximum value from our cutting-edge software. As a Client Support Specialist, you will be the primary point of contact for customer inquiries, troubleshooting technical issues, and providing guidance on product usage. This is an excellent opportunity for a customer-centric individual to contribute to a dynamic company that prioritizes client success and professional development. You will work closely with a diverse range of clients, helping them navigate and utilize our software effectively. We are seeking proactive problem-solvers with excellent communication skills and a passion for technology. This position is based in our office in Klerksdorp, North West , offering a stable and professional environment within a company committed to innovation and client satisfaction. Your contributions will directly impact client retention and satisfaction.

Key Responsibilities

• Provide timely and effective technical support to clients via email, phone, and chat regarding our SaaS products.
• Troubleshoot and resolve client issues related to software functionality, integration, and performance.
• Guide clients through product features, best practices, and setup procedures.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Escalate complex technical issues to the appropriate internal teams and follow up to ensure resolution.
• Contribute to the development of our knowledge base by creating and updating support articles and FAQs.
• Identify customer needs and proactively offer solutions or recommend additional features/services.
• Gather customer feedback and relay insights to the product and development teams to drive improvements.
• Ensure a high level of customer satisfaction and build strong, lasting relationships.

Requirements

• High school diploma or equivalent; Bachelor's degree in a relevant field is preferred.
• Minimum of 2-3 years of experience in customer support, technical support, or a similar client-facing role, preferably within a SaaS company.
• Strong understanding of software as a service (SaaS) principles and common technical challenges.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Proficiency in using helpdesk software and CRM systems.
• Demonstrated problem-solving skills and attention to detail.
• Ability to manage multiple tasks and prioritize effectively.
• A customer-first attitude and a genuine passion for helping others succeed.
• Reside in or be willing to relocate to Klerksdorp, North West .

Benefits

• Competitive annual salary of R.
• Full-time employment with a stable and growing company.
• Comprehensive medical aid and retirement fund contributions.
• Generous paid time off and public holidays.
• Opportunities for professional growth and training in the SaaS industry.
• Positive and collaborative work environment.
• Potential for performance-based incentives.
• Modern office facilities in Klerksdorp, North West .