Senior Customer Support Analyst

Placements24; Polokwane; Remote; ZAR 420,000 - 650,000; Full time

Benefits offered by this job

Fully remote work opportunity

Flexible working hours

Professional development opportunities

Career growth

Generous PTO

Collaborative virtual environment

Access to cutting-edge tools

Job summary

Placements24 is seeking a Senior Customer Support Analyst for a fully remote role that connects with our central operations near Polokwane, Limpopo. You will troubleshoot complex SaaS issues, mentor junior analysts, and craft robust support documentation while collaborating with engineering teams.

The ideal candidate has 5+ years in technical support, strong communication skills, and experience with Zendesk or ServiceNow in a distributed, global environment.

Qualifications

• Minimum of 5 years of experience in technical support or analysis, with a focus on software/SaaS products.
• Experience diagnosing complex technical issues in data analytics or related fields.
• Strong written and verbal communication skills to explain technical concepts clearly.
• Experience mentoring or leading a support team is highly desirable.

Responsibilities

• Handle escalated technical support requests with in-depth product knowledge.
• Diagnose complex software and system issues; identify root causes and implement solutions.
• Collaborate with development, QA, and product teams to troubleshoot bugs.
• Develop and maintain technical documentation and troubleshooting guides.
• Mentor and guide junior support analysts and provide training.
• Manage customer relationships during issue resolution and ensure satisfaction.
• Participate in evaluating and implementing new support tools and technologies.
• Contribute to continuous improvement of support processes and SLAs.

Skills

Analytical thinking

Problem-solving

Communication skills

Mentoring

Education

Bachelor's degree in CS/IT

Tools

Zendesk

ServiceNow

Job description

About the Role

Our client, a cutting-edge technology firm specializing in data analytics solutions, is seeking an experienced Senior Customer Support Analyst to join their distributed support team. This fully remote position, connecting with our central operations near Polokwane, Limpopo, will focus on providing advanced technical support and analysis for complex client issues. You will be instrumental in troubleshooting intricate software problems, identifying systemic issues, and collaborating with engineering teams to implement effective solutions. The role demands a strong analytical mindset, excellent problem-solving skills, and the ability to communicate technical details clearly. As a senior member, you will also contribute to mentoring junior analysts and developing robust support documentation. This is an ideal opportunity for a seasoned support professional looking to leverage their expertise in a challenging and rewarding remote environment, driving customer success and satisfaction with our state-of-the‑art analytics platform. We value proactive problem‑solving and a deep commitment to technical excellence.

Key Responsibilities

• Handle and resolve escalated technical support requests from customers, demonstrating in‑depth product knowledge.
• Diagnose complex software and system issues, identifying root causes and implementing effective solutions.
• Collaborate closely with development, QA, and product management teams to troubleshoot bugs and advocate for customer needs.
• Develop and maintain comprehensive technical documentation, including knowledge base articles, troubleshooting guides, and best practices.
• Analyze support trends and metrics to identify areas for product improvement and proactive customer outreach.
• Mentor and guide junior support analysts, providing technical expertise and training.
• Manage customer relationships and communications during issue resolution, ensuring satisfaction.
• Participate in the evaluation and implementation of new support tools and technologies.
• Contribute to the continuous improvement of support processes and service level agreements (SLAs).

Requirements

• Minimum of 5 years of experience in technical support or analysis, with a focus on software/SaaS products.
• Proven expertise in diagnosing and resolving complex technical issues, preferably in data analytics or related fields.
• Strong analytical, problem‑solving, and critical‑thinking skills.
• Excellent written and verbal communication skills, with the ability to articulate technical concepts to diverse audiences.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote diagnostic tools.
• Ability to work independently, manage priorities, and thrive in a fully remote, global team environment.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Experience mentoring or leading a support team is highly desirable.
• Proximity to Polokwane, Limpopo is beneficial but not required for this remote role.

Benefits

• Fully remote work opportunity with flexible working hours.
• Competitive salary and performance‑based bonus structure.
• Comprehensive health, dental, and vision insurance coverage.
• Significant opportunities for professional development, certifications, and career growth.
• Generous paid time off and holiday leave.
• A collaborative and intellectually stimulating virtual work environment.
• Access to cutting‑edge tools and resources for advanced technical support.