Remote Client Support Analyst

Placements24; Vereeniging; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Remote work

Global projects

Health benefits

Home office stipend

Professional development

Job summary

Our client, a rapidly growing international consultancy firm, is seeking a Client Support Analyst to join their globally distributed team. This fully remote role offers flexibility and the opportunity to work with clients across various industries from anywhere.

You will troubleshoot complex issues, ensure client satisfaction, and proactively improve support processes. The ideal candidate has 4+ years in client support or related roles, strong communication skills, and experience with CRM

Qualifications

• 4+ years in client support, technical account management or similar client-facing role in IT/services.
• Excellent verbal and written communication skills, able to explain complex information clearly.
• Experience with CRM systems, ticketing platforms and remote support tools.
• Proven ability to work effectively in a fully remote, asynchronous team environment.
• Bachelor's degree in Business, IT, or related field; advanced degrees/certs are a plus.

Responsibilities

• Provide expert-level remote client support for consulting services and proprietary software.
• Diagnose, troubleshoot, and resolve complex technical and operational issues remotely.
• Serve as primary point of contact for assigned clients and build strong relationships.
• Document client interactions, issues, and resolutions in the client management system.
• Collaborate with internal teams (PM, technical specialists) to meet client needs.
• Identify client needs and recommend additional services or solutions.
• Develop and deliver client training sessions on software usage and best practices.
• Contribute to the improvement of support processes and client documentation.
• Monitor client usage and satisfaction, reporting key metrics to management.

Skills

Client support

CRM proficiency

Remote communication

Analytical thinking

Problem solving

Education

Bachelor's degree in Business or IT

Tools

CRM systems

Ticketing platforms

Remote support tools

Job description

About the Role

Our client, a rapidly growing international consultancy firm, is seeking an experienced Client Support Analyst to join their globally distributed team. This role is entirely remote, offering flexibility and the opportunity to work with clients across various industries from anywhere. You will be responsible for providing high-level support, troubleshooting complex client issues, and ensuring client satisfaction with our client's services and solutions. This is a pivotal role demanding strong analytical skills, excellent communication, and a proactive approach to problem-solving. If you excel in a remote setting and are passionate about delivering exceptional client experiences, this opportunity is for you.

Key Responsibilities

• Provide expert-level support to clients regarding our client's consulting services and proprietary software.
• Diagnose, troubleshoot, and resolve complex technical and operational issues for clients remotely.
• Serve as a primary point of contact for assigned clients, building and maintaining strong relationships.
• Document client interactions, issues, and resolutions thoroughly in the client management system.
• Collaborate with internal teams (project management, technical specialists) to ensure client needs are met efficiently.
• Proactively identify client needs and recommend additional services or solutions.
• Develop and deliver client training sessions on software usage and best practices.
• Contribute to the improvement of support processes and client documentation.
• Monitor client usage and satisfaction levels, reporting key metrics to management.

Requirements

• A minimum of 4 years of experience in client support, technical account management, or a similar client-facing role within the consulting or IT services sector.
• Demonstrated ability to troubleshoot and resolve complex technical and business process issues.
• Exceptional verbal and written communication skills, with the ability to articulate complex information clearly.
• Strong understanding of consulting methodologies and client relationship management.
• Proficiency in using CRM systems, ticketing platforms, and remote support tools.
• Proven experience working effectively in a fully remote, asynchronous team environment.
• Bachelor's degree in Business, IT, or a related field; advanced degrees or certifications are a plus.
• Strong analytical and problem-solving capabilities.
• Ability to manage multiple client accounts and prioritize tasks effectively.

Benefits

• Highly competitive salary package with performance bonuses.
• Fully remote position offering unparalleled work-life balance and flexibility.
• Access to global projects and diverse client interactions.
• Comprehensive health, dental, and vision benefits.
• Generous allowance for professional development and continuous learning.
• Collaborative and inclusive international team culture.
• Company-provided equipment and home office stipend.