Remote SaaS Support Consultant

EdUpStairs; Johannesburg; Remote; ZAR 199,000 - 299,000; Full time

Benefits offered by this job

Fully remote

International environment

USD compensation

Referral rewards

Work-life balance

No time-tracking

Job summary

SupportYourApp is seeking a Customer Support Consultant to join a global, multilingual team and deliver high-quality support from a home office. The role emphasizes handling emails, billing inquiries, and technical troubleshooting for SaaS and cybersecurity products, with remote collaboration across time zones.

Ideal candidates will have at least 6 months in customer support, strong English skills, and the ability to work in a fast-paced environment while maintaining excellent service standards.

Qualifications

• 6 months of experience in a customer support role.
• Experience in SaaS or cybersecurity customer support.
• Excellent English skills (C1) in spoken and written form.
• Strong troubleshooting and problem-solving abilities.
• Ability to manage tasks in a fast-paced, high-volume environment.
• Basic computer skills and familiarity with CRM/support tools.

Responsibilities

• Respond to customer email inquiries in line with SLAs.
• Handle billing questions, account management requests, cancellations, and disputes.
• Identify customer needs and provide effective, solution-oriented support.
• Troubleshoot technical products and applications with customers.
• Provide general product information and respond to sales inquiries when needed.
• Manage and update open support cases; ensure timely follow-up and resolution.
• Escalate complex issues to the appropriate team.
• Communicate status updates to customers and internal stakeholders.

Skills

English (C1)

Customer support

SaaS support

Cybersecurity

CRM tools

Problem solving

Technical aptitude

Tools

Zendesk

CRM systems

Job description

SupportYourApp is seeking a Customer Support Consultant to join a global, multilingual team and deliver high-quality support from a home office. The role emphasizes handling emails, billing inquiries, and technical troubleshooting for SaaS and cybersecurity products, with remote collaboration across time zones.

Ideal candidates will have at least 6 months in customer support, strong English skills, and the ability to work in a fast-paced environment while maintaining excellent service standards.