Remote SaaS Technical Support Specialist

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Fully remote

Flexible work schedule

Competitive salary

Training opportunities

Supportive team

Job summary

Placements24 is seeking a motivated Remote Technical Support Agent to help users worldwide with our software from a home office. You will diagnose issues, provide clear solutions, and guide customers through steps to resolve problems while maintaining strong SLA adherence.

The role requires excellent communication, troubleshooting skills, and the ability to work independently in a remote setup. Prior SaaS experience is a plus, and a reliable home office internet connection is essential.

Qualifications

• Proven experience in technical support or a similar customer-facing IT role.
• Strong understanding of Windows and macOS operating systems.
• Excellent troubleshooting and problem-solving skills with a logical approach.
• Proficiency in using support ticketing systems and remote access tools.
• Strong verbal and written communication, with the ability to explain technical concepts clearly.
• Ability to work independently and manage time in a remote environment.
• Customer-centric mindset with a passion for helping users.
• High school diploma or equivalent; IT degree or certification is a plus.
• Experience supporting SaaS products is highly desirable.
• A dedicated home office setup with reliable internet connectivity.

Responsibilities

• Provide first-level technical support to software users via email, chat, and phone.
• Diagnose and troubleshoot software-related issues, including installation, configuration, and usability problems.
• Guide users through step-by-step solutions to resolve technical challenges.
• Document customer interactions, issues, and resolutions in the support ticketing system.
• Escalate complex or unresolved issues to senior support staff or development teams.
• Create and update knowledge base articles and FAQs to assist users.
• Identify trends in customer support requests and provide feedback to the product team.
• Maintain a high level of customer satisfaction through prompt and effective support.

Job description

Placements24 is seeking a motivated Remote Technical Support Agent to help users worldwide with our software from a home office. You will diagnose issues, provide clear solutions, and guide customers through steps to resolve problems while maintaining strong SLA adherence.

The role requires excellent communication, troubleshooting skills, and the ability to work independently in a remote setup. Prior SaaS experience is a plus, and a reliable home office internet connection is essential.