Remote SaaS Support Analyst - Entry Level

WatersEdge Solutions; Johannesburg; On-site; ZAR 100,000 - 156,000; Full time

Benefits offered by this job

Fully remote work

Entry point into SaaS industry

Supportive team environment

Career development opportunities

Exposure to modern customer support工具

Job summary

WatersEdge Solutions is seeking a Support Analyst for a fully remote role. You will be the first contact for customers, handling inquiries by phone, email, and helpdesk tickets while troubleshooting and documenting resolutions.

This position is ideal for entry-level professionals eager to start a career in SaaS customer support, with opportunities to learn modern tools and collaborate with cross-functional teams in a fast-paced environment.

Qualifications

• Entry-level professional transitioning into SaaS and customer support.
• Strong written and verbal communication are essential.
• Ability to handle multiple support tickets and priorities.

Responsibilities

• Respond to customer enquiries via phone, email, and helpdesk tickets
• Manage and prioritise multiple support tickets simultaneously
• Troubleshoot issues and provide first-line resolutions
• Escalate complex technical issues to internal teams
• Document interactions, issues, and resolutions accurately
• Contribute to the internal Knowledge Base
• Collaborate with cross-functional teams to resolve issues
• Follow up to ensure customer satisfaction
• Deliver professional, customer-focused support across all touchpoints

Skills

Communication skills

Problem-solving

Independent work

Ticket management

Customer-first mindset

Time management

Organisational skills

Remote work readiness

Tools

Zendesk

Freshdesk

Jira Service Management

CRM systems

Database concepts

Job description

WatersEdge Solutions is seeking a Support Analyst for a fully remote role. You will be the first contact for customers, handling inquiries by phone, email, and helpdesk tickets while troubleshooting and documenting resolutions.

This position is ideal for entry-level professionals eager to start a career in SaaS customer support, with opportunities to learn modern tools and collaborate with cross-functional teams in a fast-paced environment.