Remote Tier 2 SaaS Support Specialist

Placements24

Centurion

Hybrid

ZAR 420,000 - 600,000

Full time

2 days ago

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Benefits offered by this job

Remote work

Private health insurance

Retirement plan

Paid time off

Job summary

Placements24 is seeking a highly skilled Remote Customer Support Specialist (Tier 2) for a pioneering SaaS company. The role is fully remote, home-based, and focuses on resolving complex technical issues for a global customer base.

You will troubleshoot software and systems, document resolutions, and collaborate with engineering to improve products. A minimum of 4 years in technical support and strong communication are required for success in this fast-paced, remote environment.

Qualifications

Minimum 4 years of experience in technical customer support or helpdesk.
Experience troubleshooting complex software and systems.
Excellent written and verbal communication; able to explain technical details clearly.
Experience working in a remote or distributed team environment.

Responsibilities

Handle escalated Tier 2 tickets with in-depth technical resolution.
Diagnose and troubleshoot complex software and system issues.
Explain technical solutions clearly to customers with varying levels of expertise.
Collaborate with engineering and product teams to report bugs and suggest improvements.
Develop and update internal and external knowledge base articles and FAQs.
Maintain accurate records of customer interactions, issues, and resolutions.
Participate in on-call rotations to provide timely support.
Contribute to a collaborative remote team environment through knowledge sharing.
Ensure support SLAs are met and customer satisfaction remains high.