Senior Remote Data Analytics Support Specialist

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

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.