Remote SaaS Support Specialist – Customer Success

Placements24; Mossel Bay; Hybrid; ZAR 180,000 - 280,000; Full time

Benefits offered by this job

Competitive salary

Remote-friendly

Health insurance

Professional development

Virtual team-building

Job summary

Placements24 is seeking a Remote Customer Support Specialist to join its fully remote team operating across South Africa. You will be the main contact for users, troubleshoot technical issues, and guide them through product features to ensure a seamless experience from your home office.

The role emphasizes proactive problem-solving, documentation, and collaboration with a distributed team of support specialists and engineers to drive customer success and retention.

Qualifications

• Experience in a customer support or technical support role, preferably in a SaaS environment.
• Excellent written and verbal communication skills, with the ability to convey technical information clearly.
• Strong problem-solving skills and meticulous attention to detail.

Responsibilities

• Deliver exceptional customer support via email, chat, and phone, resolving user queries promptly.
• Troubleshoot and diagnose technical issues related to our SaaS platform.
• Guide users through product functionalities and best practices for optimal usage.
• Escalate complex issues to internal teams with clear documentation.
• Maintain detailed records of customer interactions in our CRM system.
• Contribute to knowledge base and FAQs for self-service support.

Skills

SaaS support

Troubleshooting

Customer service

CRM software

Remote work

Tools

Zendesk

Intercom

Freshdesk

Job description

Placements24 is seeking a Remote Customer Support Specialist to join its fully remote team operating across South Africa. You will be the main contact for users, troubleshoot technical issues, and guide them through product features to ensure a seamless experience from your home office.

The role emphasizes proactive problem-solving, documentation, and collaboration with a distributed team of support specialists and engineers to drive customer success and retention.