Product Support Specialist

DataTech Recruitment; Cape Town; Hybrid; ZAR 200,000 - 300,000; Full time

Job summary

A leading provider of export management software in Cape Town is seeking a Product Support Specialist. In this hybrid role, you will support clients by troubleshooting issues and managing helpdesk tickets. The ideal candidate has over 3 years in software support, a diploma in a related field, and strong problem-solving skills. Join a collaborative team and grow your career in a specialist niche in technology and international trade.

Qualifications

• 3+ years’ experience in software or application support.
• Experience with helpdesk/ticketing platforms.
• Familiarity with export or compliance processes is a plus.

Responsibilities

• Provide first-line support to exporter clients.
• Manage helpdesk tickets ensuring timely resolutions.
• Deliver training to new and existing users.
• Keep user guides and documentation up to date.
• Test and provide feedback on new software releases.

Skills

Problem-solving

Strong communication

Time-management

Basic SQL knowledge

Education

Diploma or certificate in IT, Logistics, Supply Chain

Tools

Jira

Freshdesk

Job description

Product Support Specialist required in Durbanville.

Join a leading provider of export management software that helps South African exporters move goods seamlessly across borders. Our client’s platform is trusted by businesses nationwide to simplify compliance, streamline processes, and keep trade running smoothly. They’re growing fast and need a dedicated Product Specialist to strengthen their support team.

This role is perfect for someone who loves solving problems, supporting users, and improving how systems are used day-to-day. You’ll be the first point of contact for clients, ensuring they get the most out of the software while also working closely with developers, QA, and product teams to make continuous improvements.

Salary: R35 000 – R45 000 per month.

Type: Hybrid.

Duties and Responsibilities:

• Provide first-line support to exporter clients, troubleshooting issues via email, phone, chat, or on-site visits
• Manage helpdesk tickets and ensure timely resolutions, escalating complex issues where needed
• Deliver training to new and existing users, supporting onboarding and refresher sessions (including occasional travel)
• Keep user guides, SOPs, and knowledge bases up to date
• Test and provide feedback on new releases, helping shape software improvements
• Support compliance and audit requirements by maintaining accurate processes and documentation
• Assist with installations, upgrades, and software deployments

Requirements:

• 3+ years’ experience in software or application support (logistics/export systems highly beneficial)
• Diploma or certificate in IT, Logistics, Supply Chain, or a related field
• Experience with helpdesk/ticketing platforms such as Jira or Freshdesk
• Strong communication, problem-solving, and time-management skills
• Ability to manage multiple tasks in a fast-paced environment
• Basic SQL knowledge would be an advantage
• Familiarity with export or compliance processes is a plus (training provided)
• Willingness to travel when needed for client training

Why Join?

At this company, you’ll be part of a collaborative team that values initiative, innovation, and customer service. You’ll gain exposure to both technology and international trade, making this an excellent opportunity to grow your career in a specialist niche.