Remote Customer Support Specialist - SaaS Platform

Placements24; Pretoria; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Health insurance

Retirement contributions

Generous paid time off

Job summary

Placements24 is seeking a Remote Customer Support Specialist for a leading cloud-based SaaS platform. You will be the primary contact for users, delivering technical assistance, troubleshooting, and guiding users through features to maximize productivity.

As a remote-first team member, you will work across email, chat, and phone, documenting issues, contributing to knowledge bases, and reporting trends to product teams. A strong communicator with SaaS experience will thrive here.

Qualifications

• Experience in a customer support role, ideally SaaS.
• Strong written and verbal communication skills.
• Familiarity with CRM and ticketing tools.
• Ability to work autonomously in a remote setting.

Responsibilities

• Provide email, chat, and phone support for the SaaS platform.
• Troubleshoot technical issues and guide users through steps.
• Assist with account management and feature inquiries.
• Document interactions and resolutions in the ticketing system.
• Contribute to knowledge base and FAQs.
• Identify recurring issues and report trends to teams.
• Engage proactively to maximize user value.
• Provide product feedback based on user interactions.

Skills

Customer support

Remote work

Time management

Problem solving

Tools

Zendesk

Intercom

Job description

About the Role

Our client, a globally recognized leader in cloud-based productivity software, is actively seeking a dedicated and highly skilled Remote Customer Support Specialist to join their fully remote team. This position is ideal for an individual who thrives in a virtual environment and possesses a passion for assisting users in maximizing their productivity. You will be the primary point of contact for clients, providing technical assistance, troubleshooting issues, and guiding them through the features and functionalities of our client's innovative SaaS platform. As a remote-first organization, we foster a collaborative and supportive virtual culture, ensuring you have the tools and resources needed to succeed from anywhere. This role is central to maintaining our client's reputation for outstanding customer care and requires a proactive approach to problem-solving and user education.

Key Responsibilities

• Deliver exceptional customer support to users of our client's SaaS platform via email, chat, and phone.
• Troubleshoot and resolve technical issues, guiding users through step-by-step solutions.
• Assist users with account management, feature inquiries, and best practices for utilizing the platform.
• Document all customer interactions, issues, and resolutions accurately within the support ticketing system.
• Contribute to the development and maintenance of a comprehensive knowledge base and FAQ resources.
• Identify and report recurring issues or trends to the product and engineering teams for continuous improvement.
• Proactively engage with users to ensure they are getting the most value from the platform.
• Provide feedback to the product team based on customer interactions and insights.
• Maintain a high level of customer satisfaction through prompt, professional, and empathetic support.

Requirements

• Proven experience in a customer support, helpdesk, or technical support role, ideally within a SaaS environment.
• Strong understanding of cloud-based software and web applications.
• Excellent written and verbal communication skills, with the ability to clearly articulate technical information.
• Proficiency with CRM and support ticketing software (e.g., Zendesk, Intercom).
• Demonstrated ability to work autonomously and manage time effectively in a remote setting.
• Strong problem-solving abilities and a customer-centric mindset.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Tech-savviness and a quick learner when it comes to new software and tools.
• Access to a reliable internet connection and a dedicated home office workspace.

Benefits

This is a fully remote position offering unparalleled flexibility and work-life balance. Our client provides a competitive salary, along with a comprehensive benefits package including health insurance, retirement contributions, and generous paid time off. Opportunities for professional development, continuous learning, and career advancement within a leading technology company are readily available. You will join a supportive and collaborative team culture that values innovation and employee well-being, all from the convenience of your chosen location.