Global Support Specialist - Remote

Placements24; Gqeberha; Hybrid; ZAR 357,000 - 580,000; Full time

Benefits offered by this job

Fully remote position

Equipment stipend and home office set‑

Online learning access

International team collaboration

Job summary

Placements24 is seeking a Global Support Specialist to join a fully remote team servicing clients from Port Elizabeth, Eastern Cape. You will provide expert technical support to international customers, troubleshoot complex software issues, and collaborate with product teams to drive improvements.

You will also develop knowledge base content, manage SLAs, and conduct remote training sessions, ensuring high customer satisfaction across a diverse global audience.

Qualifications

• Proven experience in technical support, preferably SaaS or software products.
• Strong understanding of Windows, macOS and Linux operating systems.
• Excellent written and verbal English communication across cultures.
• Proficiency with remote support tools and helpdesk ticketing systems.
• Bachelor's degree in Computer Science, IT, or related field, or equivalent practical experience.
• Experience supporting global clients is a strong asset.

Responsibilities

• Provide expert technical support to international customers via email, chat, and video conferencing.
• Troubleshoot and resolve complex software issues, documenting solutions and workarounds.
• Collaborate with engineering and product teams to report bugs and suggest product improvements.
• Develop and maintain clear, concise technical documentation and knowledge base articles for a global audience.
• Manage and prioritize incoming support requests, ensuring timely resolution within SLAs.
• Conduct remote training sessions for new users and existing clients on software functionalities.
• Analyze support trends and provide feedback to enhance product usability and customer experience.
• Participate in on-call rotation to provide 24/7 support coverage when required.

Skills

Technical support

English communication

Remote support tools

Helpdesk tickets

Operating systems knowledge

Education

Bachelor's in CS/IT or related field

Tools

Remote support tools

Helpdesk ticketing systems

SaaS concepts

Job description

About the Role

Our client, a multinational software development company, is actively seeking a dedicated Global Support Specialist to join their entirely remote team, servicing clients from Port Elizabeth, Eastern Cape . This role is integral to providing world-class technical support to a diverse international customer base. As a fully remote position, you will have the flexibility to work from home while collaborating with a global team. The ideal candidate possesses strong technical acumen, exceptional communication skills, and a passion for solving complex problems. You will be a key player in ensuring customer satisfaction and the smooth operation of our software solutions worldwide. We value initiative, problem-solving skills, and a customer-first mindset. If you are seeking a challenging and rewarding remote career opportunity, this role in Port Elizabeth is an excellent fit. Embrace the future of work with a company that supports your professional journey from anywhere.

Key Responsibilities

• Provide expert technical support to international customers via email, chat, and video conferencing.
• Troubleshoot and resolve complex software issues, documenting solutions and workarounds.
• Collaborate with engineering and product teams to report bugs and suggest product improvements.
• Develop and maintain clear, concise technical documentation and knowledge base articles for a global audience.
• Manage and prioritize incoming support requests, ensuring timely resolution within SLAs.
• Conduct remote training sessions for new users and existing clients on software functionalities.
• Analyze support trends and provide feedback to enhance product usability and customer experience.
• Participate in on-call rotation to provide 24/7 support coverage when required.

Requirements

• Proven experience in technical support, preferably with SaaS or software products.
• Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.
• Excellent written and verbal communication skills in English, with the ability to communicate effectively across cultures.
• Proficiency in using remote support tools and helpdesk ticketing systems.
• Ability to work independently, manage time effectively, and meet deadlines in a remote setting.
• A proactive attitude and a strong commitment to customer satisfaction.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Experience supporting global clients is a strong asset.

Benefits

• Fully remote position with the flexibility to work from anywhere.
• Competitive salary and potential for international project bonuses.
• Access to online learning platforms for continuous skill development.
• Opportunity to work with cutting-edge technology and a diverse global team.
• Company-provided equipment and home office setup stipend.
• Contribution to innovative software solutions impacting users worldwide.
• Regular virtual team-building activities and events.