On-Site Saas Support Specialist – Upington

Placements24; Upington; Remote; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Private medical insurance

Paid time off

Company laptop

Training and development

Remote-first culture

Bonuses

Job summary

Placements24 is seeking a Remote Customer Support Specialist for our SaaS products. This fully remote role serves clients across South Africa, delivering technical assistance, clear explanations, and proactive problem solving to maximize user experience.

You will answer via email, chat, and phone, diagnose SaaS issues, guide setup and integrations, document steps in the CRM, escalate complex problems, and contribute to a growing knowledge base while meeting SLAs.

Qualifications

• 3+ years in technical customer support for SaaS
• Strong knowledge of web apps, APIs and integrations
• Excellent written and verbal communication
• Experience with Salesforce, HubSpot, Zendesk or Intercom
• Ability to work independently in a remote-first environment
• Proven problem-solving and troubleshooting
• Bachelor's degree in CS/IT or related field, or equivalent
• Experience with ticketing systems and remote support tools
• Customer-centric attitude and passion for service
• Authorized to work remotely within South Africa (Benoni, Gauteng region)

Responsibilities

• Provide technical support to customers via email, chat, and phone for the SaaS platform
• Diagnose and resolve issues related to software functionality, integration and performance
• Guide users through setup, configuration, and best practices for the SaaS product
• Document interactions in the CRM and ticketing systems
• Escalate complex issues to engineering/product teams with detailed information
• Contribute to knowledge base, FAQs, and tutorials
• Gather feedback to identify trends and suggest product improvements
• Meet and strive to exceed SLAs for response and resolution times
• Identify preventative solutions to common issues
• Maintain high customer satisfaction through professional and empathetic support

Job description

Remote Customer Support Specialist - SaaS

About the Role Our client, a rapidly growing Software-as-a-Service (SaaS) company, is seeking an experienced and customer-centric Remote Customer Support Specialist to join their fully remote team. This role is vital for ensuring our client's users receive exceptional support, troubleshooting complex issues, and maximizing their experience with our cutting-edge SaaS products. As a remote-first organization, we champion flexibility and collaboration, providing our employees with the resources and autonomy needed to thrive. You will be instrumental in driving customer satisfaction and loyalty through efficient problem-solving and clear communication. The ideal candidate is technically adept, highly organized, and possesses a genuine passion for helping customers succeed. This is an excellent opportunity to contribute to a leading SaaS provider and advance your career in a dynamic, fully remote setting. This position serves the Benoni, Gauteng, ZA client base but operates entirely remotely.

Key Responsibilities

• Provide comprehensive technical support to customers via email, chat, and phone regarding the SaaS platform.
• Diagnose and resolve user issues related to software functionality, integration, and performance.
• Guide users through setup, configuration, and best practices for utilizing the SaaS product.
• Document all support interactions, troubleshooting steps, and resolutions accurately in the CRM and ticketing systems.
• Escalate complex technical issues to engineering and product teams, providing detailed information for resolution.
• Contribute to the development and maintenance of the customer knowledge base, FAQs, and tutorials.
• Gather and analyze customer feedback to identify trends and recommend product improvements.
• Meet and exceed established service level agreements (SLAs) for response and resolution times.
• Proactively identify potential customer issues and offer preventative solutions.
• Maintain a high level of customer satisfaction through professional and empathetic support.

Requirements

• Minimum of 3 years of experience in technical customer support, specifically with SaaS products.
• Strong understanding of web-based applications, APIs, and common integration methods.
• Excellent written and verbal communication skills, with the ability to clearly explain technical concepts.
• Proficiency with CRM software (e.g., Salesforce, HubSpot) and helpdesk platforms (e.g., Zendesk, Intercom).
• Ability to work independently and manage priorities effectively in a remote-first environment.
• Proven problem-solving skills and a methodical approach to troubleshooting.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Experience with ticketing systems and remote support tools.
• A customer-centric attitude with a passion for delivering outstanding service.
• Must be authorized to work remotely within South Africa, supporting clients in the Benoni, Gauteng, ZA region.

Benefits

• Annual salary of R .
• Comprehensive private medical insurance.
• Generous paid time off and sick leave policies.
• Company-provided laptop and relevant software licenses.
• Ongoing training and professional development opportunities.
• A collaborative and supportive remote-first company culture.
• Performance-based bonuses and recognition programs.
• Opportunities to work