Remote Technical Support Specialist - SaaS & Growth

Placements24; Welkom; Hybrid; ZAR 120,000 - 240,000; Full time

Benefits offered by this job

Fully remote work

Competitive salary

Growth opportunities

Exposure to SaaS solutions

Supportive remote team culture

Flexible working hours

Job summary

Placements24 is seeking a proactive Remote Technical Support Specialist for a dynamic SaaS provider. You will be the first line of defense for users, diagnosing software issues and guiding them to resolution from your home office.

Ideal candidates have 1–2 years of technical support experience, strong communication, and familiarity with Windows/macOS and ticketing systems like Zendesk or Jira Service Desk. This fully remote role offers growth and a collaborative team culture.

Qualifications

• Minimum 1-2 years in a technical support or helpdesk role.
• Proficiency with Windows and macOS.
• Excellent written and verbal communication skills.

Responsibilities

• Provide first-level technical support to end-users via email, chat, and phone.
• Diagnose and troubleshoot software-related issues, documenting findings thoroughly.
• Guide users through step-by-step solutions to resolve their technical problems.
• Escalate unresolved issues to second-level support or specialized teams.
• Maintain accurate records of customer interactions and issue resolutions in the ticketing system.
• Contribute to the creation and updating of support documentation and FAQs.
• Identify recurring technical issues and provide feedback for product improvement.
• Ensure a high level of customer satisfaction by resolving issues efficiently and effectively.
• Stay up-to-date with product updates and new features to provide accurate support.
• Collaborate with cross-functional teams to resolve customer issues promptly.

Skills

Strong communication skills

Customer-centric

Problem-solving

Time management

Education

National Senior Certificate (Grade 12)

Tools

Zendesk

Jira Service Desk

Job description

Placements24 is seeking a proactive Remote Technical Support Specialist for a dynamic SaaS provider. You will be the first line of defense for users, diagnosing software issues and guiding them to resolution from your home office.

Ideal candidates have 1–2 years of technical support experience, strong communication, and familiarity with Windows/macOS and ticketing systems like Zendesk or Jira Service Desk. This fully remote role offers growth and a collaborative team culture.