Remote Customer Support Specialist - WhatJobs Direct

Placements24; LegKraal Gate; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Competitive compensation

Remote work flexibility

Professional development

Collaborative culture

Generous PTO

Employee assistance program

Job summary

Placements24 is seeking a Remote Customer Support Specialist in South Africa to assist educators and institutions with technical issues and platform guidance. You will work across email, phone, and chat to resolve inquiries and document interactions for future improvements.

The role requires strong English communication, a technical mindset, and the ability to balance multiple requests in a fully remote environment. A relevant EdTech/SaaS background is preferred.

Qualifications

• Experience in customer support in EdTech or SaaS.
• Excellent verbal and written communication in English.
• Ability to work independently in a remote environment.
• Familiarity with learning management systems is a plus.
• Reliable internet connection and suitable home office setup.

Responsibilities

• Provide timely and effective customer support to educators and institutions via email, phone, and chat.
• Troubleshoot technical issues related to the client’s educational platforms and software.
• Guide users through platform features, functionalities, and best practices.
• Escalate complex technical problems to engineering or product teams.
• Document all support interactions, resolutions, and customer feedback in the CRM system.
• Contribute to help documentation, FAQs, and tutorials.
• Identify trends in customer inquiries and provide insights for product improvement.
• Ensure high levels of customer satisfaction and retention.

Skills

Customer support

English proficiency

Troubleshooting

CRM software

Remote work

SaaS EdTech

Education

High school diploma

Bachelor’s degree advantageous

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client, a leading innovator in educational technology, is seeking a dedicated and enthusiastic Remote Customer Support Specialist to enhance their client support operations. This is a fully remote, permanent position based in South Africa, providing the flexibility to work from anywhere. You will be the primary point of contact for educators and institutions, providing technical assistance, resolving inquiries, and ensuring a seamless experience with our client's learning platforms. The ideal candidate possesses strong technical aptitude, exceptional communication skills, and a genuine passion for supporting educational initiatives. This role requires excellent problem-solving abilities and the capacity to manage multiple support requests efficiently within a remote setting. We are committed to fostering a supportive and collaborative virtual work environment where you can grow professionally. This is an exceptional opportunity to contribute to the advancement of education technology. This role is based in Mahikeng, North West, ZA but is fully remote.

Key Responsibilities

• Provide timely and effective customer support to educators and institutions via email, phone, and chat.
• Troubleshoot technical issues related to the client's educational platforms and software.
• Guide users through platform features, functionalities, and best practices.
• Escalate complex technical problems to the appropriate engineering or product teams.
• Document all support interactions, resolutions, and customer feedback in the CRM system.
• Contribute to the creation and maintenance of help documentation, FAQs, and tutorials.
• Identify trends in customer inquiries and provide insights for product improvement.
• Ensure high levels of customer satisfaction and retention.
• Maintain a deep understanding of the client's product suite and educational technology trends.

Requirements

• Proven experience in a customer support or helpdesk role, preferably in the EdTech or SaaS sector.
• Excellent verbal and written communication skills in English.
• Strong technical aptitude and ability to troubleshoot software and platform issues.
• Experience with CRM software and ticketing systems.
• Ability to work independently, manage time effectively, and maintain high productivity in a remote environment.
• Familiarity with educational technologies and learning management systems is a plus.
• High school diploma or equivalent; a Bachelor's degree is advantageous.
• Patient, empathetic, and customer-focused approach to problem-solving.
• Must have a reliable internet connection and a suitable home office setup.

Benefits

• Competitive salary and benefits package.
• Fully remote work arrangement with location flexibility within South Africa.
• Opportunities for professional development and training in educational technology.
• Collaborative and supportive remote team culture.
• Generous paid time off and company holidays.
• Contribution to a company dedicated to advancing education.
• Employee assistance program.