Customer Support Specialist - SaaS

Placements24; Benoni; Hybrid; ZAR 240,000 - 420,000; Full time

Job summary

Placements24 is seeking a technically adept Customer Support Specialist to join a rapidly growing SaaS provider. This is a fully remote role with a footprint in Benoni, Gauteng, offering flexibility and autonomy while supporting a diverse customer base.

You will diagnose and resolve technical issues, guide users on product features, contribute to knowledge bases, and collaborate with sales and success teams to ensure a seamless customer experience.

Qualifications

• Experience in a technical SaaS support role.
• Strong understanding of web apps, databases, and troubleshooting.
• Excellent communication and ability to explain technical concepts clearly.
• Experience with Zendesk and Intercom is a plus.

Responsibilities

• Respond to customer inquiries via email, chat, and phone, diagnosing and resolving issues promptly.
• Provide product guidance, best practices, and feature explanations to users.
• Escalate complex problems with clear reproduction steps to engineering or product teams.
• Contribute to knowledge base articles, FAQs, and tutorials.
• Monitor customer health and gather feedback for product improvements.
• Collaborate with Sales and Customer Success for a seamless experience.

Skills

Technical customer support

SaaS

Web-based applications

Databases

Troubleshooting

Zendesk

Intercom

CRM

Remote work

Customer-centric mindset

Education

Bachelor's degree in related field

Tools

Zendesk

Intercom

CRM systems

Job description

About the Role

Our client, a rapidly growing Software as a Service (SaaS) provider, is looking for a highly motivated and technically adept Customer Support Specialist to join their remote team. While the company has a presence in Benoni, Gauteng , this role is fully remote, offering flexibility and autonomy. You will be responsible for providing exceptional technical support to our diverse customer base, assisting them with product inquiries, troubleshooting complex issues, and ensuring they derive maximum value from our platform. The ideal candidate possesses strong analytical skills, excellent communication abilities, and a passion for technology and customer success. This is a prime opportunity to contribute to an innovative company and grow your career in the dynamic SaaS industry. You will be a key player in maintaining client satisfaction and product adoption.

Key Responsibilities

Respond to customer support requests via email, chat, and phone, diagnosing and resolving technical issues promptly. Provide detailed guidance on product features, functionalities, and best practices. Escalate complex technical problems to engineering or product teams, providing thorough documentation and reproduction steps. Develop and maintain a deep understanding of our client's SaaS products and their applications. Create and update knowledge base articles, FAQs, and tutorials to empower customers. Proactively identify potential issues and provide solutions to prevent future occurrences. Collaborate with sales and customer success teams to ensure a seamless customer experience. Gather customer feedback and relay insights to product development teams for continuous improvement. Monitor customer health and engagement metrics to identify opportunities for proactive support.

Requirements

Proven experience in a technical customer support role, preferably supporting SaaS products. Strong understanding of web-based applications, databases, and common software troubleshooting techniques. Excellent verbal and written communication skills, with the ability to explain technical concepts clearly. Proficiency in using helpdesk software (e.g., Zendesk, Intercom) and CRM systems. Ability to work independently, manage time effectively, and prioritize tasks in a remote environment. A customer-centric mindset with a strong commitment to user satisfaction. Relevant technical certifications or a degree in a related field are a plus. Must be based in South Africa and able to work effectively remotely. Experience with (mention a relevant technology if applicable, e.g., API integrations, specific cloud platforms) is highly desirable.

Benefits

This fully remote position offers a competitive salary, comprehensive benefits package, and significant opportunities for professional development and career growth. Our client fosters a collaborative and innovative work culture, providing access to cutting-edge technology and ongoing training. Enjoy the flexibility and autonomy of working from home while being part of a supportive and dynamic team. This role is an excellent opportunity to make a tangible impact on customer success and contribute to the growth of a leading SaaS company, irrespective of your specific location within Gauteng or beyond.