Remote Customer Support Agent - SaaS Solutions

Placements24; East London; Hybrid; ZAR 120,000 - 240,000; Full time

Benefits offered by this job

Fully remote

Competitive salary

Health benefits

Professional development

Work-life balance

Job summary

Placements24 is seeking a Remote Customer Support Agent to join a growing SaaS team. You will handle inquiries, guide users through features, and troubleshoot with a focus on quick, clear resolutions.

Ideal candidates have strong communication, problem-solving skills, and the ability to work effectively in a fully remote environment while contributing to knowledge base maintenance and customer success.

Qualifications

• Experience in customer support, preferably in tech/SaaS.
• Excellent verbal and written communication with empathy.
• Strong problem-solving and rapid grasp of technical concepts.

Responsibilities

• Respond to inquiries via email, chat, and phone with professionalism.
• Provide guidance on product features and troubleshooting steps.
• Diagnose and resolve Tier 1 issues, escalate complex ones.

Skills

Customer support

Communication skills

Troubleshooting

Remote work independence

Tech savvy

Education

High school diploma

Tools

CRM software

Helpdesk software

Job description

About the Role

Our client, a rapidly growing provider of innovative SaaS solutions, is seeking an enthusiastic and skilled Remote Customer Support Agent to join their expanding team. This position is fully remote, offering the flexibility to work from home while providing essential support to our diverse client base. You will be responsible for handling customer inquiries, troubleshooting issues, and ensuring users can effectively leverage our client's powerful software. The ideal candidate will possess excellent communication skills, a strong technical aptitude, and a genuine passion for assisting customers. This is an outstanding opportunity to develop your career in customer support within a thriving tech company that fully embraces remote work. Join a supportive, collaborative team environment where your contributions are valued and make a real difference to customer success.

Key Responsibilities

• Respond to customer inquiries via email, chat, and phone with professionalism and efficiency.
• Provide clear and helpful guidance on product features, functionalities, and troubleshooting steps.
• Accurately diagnose and resolve Tier 1 customer issues, escalating complex problems to appropriate teams.
• Maintain detailed and organized records of customer interactions and resolutions within the CRM system.
• Contribute to the development and maintenance of the customer knowledge base and FAQs.
• Adhere to established service level agreements (SLAs) for response and resolution times.
• Identify opportunities for process improvements within the customer support function.
• Gather customer feedback and communicate insights to product and development teams.
• Collaborate effectively with remote team members and other departments.

Requirements

• Previous experience in a customer support or customer service role, preferably in a tech or SaaS environment.
• Excellent verbal and written communication skills, with a clear and empathetic tone.
• Strong problem-solving abilities and a knack for quickly understanding technical concepts.
• Proficiency with computers, web-based applications, and CRM/helpdesk software.
• Ability to work independently, manage time effectively, and maintain productivity in a remote setting.
• High school diploma or equivalent required; post-secondary education or relevant certifications are a plus.
• Must possess a reliable internet connection and a dedicated, quiet workspace.
• Adaptability and a willingness to learn new technologies and processes.
• Must be legally authorized to work remotely.

Benefits

• This is a fully remote position offering significant flexibility and work-life balance.
• Our client provides a competitive salary, comprehensive health and wellness benefits, and opportunities for continuous learning and professional development through online courses and training programs.
• You will be part of an inclusive and dynamic remote team culture that emphasizes collaboration and support.
• Paid time off and company holidays are standard.
• This role offers the chance to gain valuable experience in the SaaS industry and grow within a forward-thinking company that values its remote employees.
• Work from anywhere and make a direct impact on customer satisfaction.