Client Support Specialist - SaaS

Placements24; Stellenbosch; Hybrid; ZAR 300,000 - 460,000; Full time

Benefits offered by this job

Medical benefits

Retirement benefits

Professional development

Collaborative culture

Hybrid work

Job summary

Placements24 is seeking a detail-oriented Client Support Specialist for our Stellenbosch SaaS team. You will assist clients via email, chat, and phone, troubleshoot software issues, and guide users on product features.

The role blends remote productivity with in-office collaboration in Stellenbosch. You will document interactions, collaborate with product and engineering to report bugs, and contribute to knowledge base content. A passion for technology and customer satisfaction is essential.

Qualifications

• Experience in SaaS support or a technical customer-facing role.
• Strong understanding of SaaS platforms and common challenges.
• Excellent communication and problem-solving skills.
• Familiarity with CRM and ticketing systems.
• Ability to manage multiple support requests simultaneously and prioritize effectively.

Responsibilities

• Provide exceptional customer support via email, chat, and phone for SaaS products.
• Troubleshoot and resolve client issues related to software functionality, integration, and user access.
• Document support interactions, resolutions, and customer feedback meticulously.
• Collaborate with product and engineering teams to report bugs and suggest enhancements.
• Develop and maintain user guides and knowledge base articles.
• Proactively identify client needs and recommend solutions or best practices.

Skills

SaaS support

CRM systems

Ticketing software

Communication

Problem solving

Multitasking

Job description

About the Role

Our client is looking for a detail-oriented Client Support Specialist to join their innovative SaaS company in Stellenbosch . This role is critical for ensuring our clients receive outstanding support and achieve maximum value from our software solutions. You will work closely with clients to address their inquiries, troubleshoot issues, and provide guidance on product utilization. The hybrid work environment allows for a dynamic balance between remote productivity and in-person collaboration within our Stellenbosch office. This is an excellent opportunity for someone passionate about technology and customer satisfaction.

Key Responsibilities

• Provide exceptional customer support via email, chat, and phone for SaaS products.
• Troubleshoot and resolve client issues related to software functionality, integration, and user access.
• Document support interactions, resolutions, and customer feedback meticulously.
• Collaborate with product and engineering teams to report bugs and suggest enhancements.
• Develop and maintain user guides and knowledge base articles.
• Proactively identify client needs and recommend solutions or best practices.

Requirements

• Proven experience in a SaaS support role or similar customer-facing technical position.
• Strong understanding of software-as-a-service (SaaS) platforms and their common challenges.
• Excellent communication and problem-solving skills.
• Familiarity with CRM systems and ticketing software.
• Ability to manage multiple support requests simultaneously and prioritize effectively.
• Comfortable working in a hybrid model, balancing remote and office-based responsibilities in Stellenbosch.

Benefits

• Competitive annual salary and performance-based bonuses.
• Comprehensive medical and retirement benefits.
• Opportunities for professional development and certifications in SaaS technologies.
• A positive and collaborative work culture within a growing tech company.
• Flexible hybrid work arrangements in the beautiful Stellenbosch region.