Remote SaaS Support Specialist

Placements24; Klerksdorp; Hybrid; ZAR 201,000 - 268,000; Full time

Benefits offered by this job

Fully remote work environment

Health insurance and wellness programs

Professional development and training

Job summary

Placements24 is seeking a skilled Technical Support Agent to assist clients in Klerksdorp, North West, and beyond. You will troubleshoot software issues, guide users through complex features, and ensure a seamless experience across email, chat, and phone.

Ideal candidates have SaaS support experience, strong IT knowledge, and excellent communication skills. This fully remote role offers flexibility, health benefits, and opportunities for growth in a fast-moving SaaS environment.

Qualifications

• Experience in technical support, preferably SaaS.
• Strong understanding of software applications and IT issues.
• Excellent written and verbal communication.
• Proficiency with Zendesk/Jira Service Desk.
• Able to work remotely and manage time effectively.
• Knowledge of web technologies (HTML, CSS, JavaScript) a plus.
• Experience with API troubleshooting is advantageous.

Responsibilities

• Provide timely and effective technical support to customers via email, chat, and phone regarding SaaS products.
• Diagnose and resolve software issues, bugs, and configuration problems, documenting steps taken.
• Guide customers through product features, functionalities, and best practices to maximize use of the platform.
• Escalate complex issues to engineering or development teams with thorough documentation.
• Create and maintain clear, concise knowledge base articles and FAQs.
• Collaborate with product and development teams to identify trends and contribute to product improvements.
• Assist with user onboarding and proactive guidance for smooth adoption.
• Monitor support queues and address inquiries within defined SLAs.

Skills

SaaS support

Customer focus

Clear communication

Time management

Problem solving

Tools

Zendesk

Jira Service Desk

Ticketing systems

Job description

Placements24 is seeking a skilled Technical Support Agent to assist clients in Klerksdorp, North West, and beyond. You will troubleshoot software issues, guide users through complex features, and ensure a seamless experience across email, chat, and phone.

Ideal candidates have SaaS support experience, strong IT knowledge, and excellent communication skills. This fully remote role offers flexibility, health benefits, and opportunities for growth in a fast-moving SaaS environment.