Remote SaaS Tech Support Specialist

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 300,000 - 520,000; Full time

Benefits offered by this job

Home office stipend

Medical aid and retirement savings

Continuous learning opportunities

Remote-first culture

Job summary

Placements24 is seeking a Remote Technical Support Specialist to assist clients with SaaS software from a home office. You will diagnose complex issues, guide users through features, and document solutions for a global audience in South Africa and beyond.

This remote role requires strong technical and communication skills, experience with CRM and ticketing systems, and a customer-centric mindset. A degree in CS/IT or equivalent experience is preferred, with opportunities for ongoing training and

Qualifications

• Experience supporting SaaS or web-based applications.
• Strong troubleshooting methodologies.
• Excellent communication, both written and verbal.
• Proficiency with CRM and helpdesk ticketing systems.
• Ability to work independently in a remote setup.
• Experience with APIs, databases helpful.

Responsibilities

• Provide advanced technical support for SaaS products via phone, email, and chat.
• Diagnose and resolve complex software issues and integration problems.
• Guide customers through features and troubleshooting steps.
• Document issues and workarounds in the knowledge base.
• Collaborate with product development to report defects.
• Escalate critical issues per procedures.
• Maintain accurate customer records and track tickets.
• Develop and update support documentation and tutorials.
• Contribute to customer success with timely resolutions.
• Identify potential issues and propose preventive solutions.

Skills

SaaS support

CRM systems

Helpdesk tickets

APIs knowledge

Databases

Communication

Problem solving

Remote work discipline

Technical documentation

Bachelor's degree in CS/IT

Education

Bachelor's degree in Computer Science or Information Technology

Equivalent practical experience

Job description

Placements24 is seeking a Remote Technical Support Specialist to assist clients with SaaS software from a home office. You will diagnose complex issues, guide users through features, and document solutions for a global audience in South Africa and beyond.

This remote role requires strong technical and communication skills, experience with CRM and ticketing systems, and a customer-centric mindset. A degree in CS/IT or equivalent experience is preferred, with opportunities for ongoing training and