Remote SaaS Support & Customer Success Specialist

Placements24

Benoni

Hybrid

ZAR 240,000 - 420,000

Full time

2 days ago

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Job summary

Placements24 is seeking a technically adept Customer Support Specialist to join a rapidly growing SaaS provider. This is a fully remote role with a footprint in Benoni, Gauteng, offering flexibility and autonomy while supporting a diverse customer base.

You will diagnose and resolve technical issues, guide users on product features, contribute to knowledge bases, and collaborate with sales and success teams to ensure a seamless customer experience.

Qualifications

Experience in a technical SaaS support role.
Strong understanding of web apps, databases, and troubleshooting.
Excellent communication and ability to explain technical concepts clearly.
Experience with Zendesk and Intercom is a plus.

Responsibilities

Respond to customer inquiries via email, chat, and phone, diagnosing and resolving issues promptly.
Provide product guidance, best practices, and feature explanations to users.
Escalate complex problems with clear reproduction steps to engineering or product teams.
Contribute to knowledge base articles, FAQs, and tutorials.
Monitor customer health and gather feedback for product improvements.
Collaborate with Sales and Customer Success for a seamless experience.

Skills

Technical customer support

SaaS

Web-based applications

Databases

Troubleshooting

Zendesk

Intercom

CRM

Remote work

Customer-centric mindset

Education

Bachelor's degree in related field

Tools

Zendesk

Intercom

CRM systems

Job description

You will diagnose and resolve technical issues, guide users on product features, contribute to knowledge bases, and collaborate with sales and success teams to ensure a seamless customer experience.

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