SaaS Implementation & Support Specialist (Payments)

Be Different

South Africa

On-site

ZAR 300,000 - 420,000

Full time

3 days ago

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Job summary

Be Different is seeking an energetic Customer Experience & Support professional to join our platform in the global payments space. You will help customers from onboarding through go-live, configuring the platform to their processes and ensuring smooth operations.

You will work with Product and DevOps teams to investigate issues, improve documentation, and deliver timely support. Ideal candidates have experience in SaaS or fintech support, enjoy problem solving, and are comfortable traveling to

Qualifications

Customer support/implementation experience in SaaS, tech or financial services.
Interest in configuring or implementing software for customers.
Familiarity with support/collaboration tools like Zendesk, Confluence, Datadog.
Experience in Agile and/or DevOps environments.
Comfort with manual testing of software releases.

Responsibilities

Deliver exceptional customer support with timely, professional communication.
Triages, replicates issues, and coordinates with Product/DevOps teams.
Keep customers informed throughout support and deployment lifecycles.
Develop and maintain support docs, user manuals, and SOPs.
Prepare customer reports, including SLA and performance metrics.
Monitor metrics and identify improvement opportunities.
Support platform implementation, including requirements gathering and go-live support.
Occasionally travel to customer sites to understand processes and configure the platform.
Translate customer needs into configuration with Product team input.
Assist with testing, training, and cutover for live operation.
Support manual testing ahead of weekly production deployments and triage issues.