Senior SaaS Support Engineer - Hybrid & Growth

Placements24; Johannesburg; Hybrid; ZAR 420.000 - 620.000; Vollzeit

Benefits dieser Stelle

Health insurance

Retirement savings

Paid time off

Professional development

Hybrid work model

Zusammenfassung

Placements24 is seeking a Senior Customer Support Specialist for their Johannesburg office with a hybrid work model. The role focuses on delivering expert technical support for SaaS products, resolving complex inquiries, and guiding customers to successful outcomes.

You will troubleshoot software issues, document cases in the CRM, and collaborate with product and engineering teams to drive improvements. Strong communication and leadership skills are essential.

Qualifikationen

• 3–5 years in a technical customer support or helpdesk role, preferably SaaS.
• Ability to troubleshoot complex software issues and provide clear resolutions.
• Strong knowledge of Windows and macOS, plus basic network concepts.
• Excellent communication skills, both written and verbal, with non-technical users.
• Experience with CRM/ticketing systems (Salesforce, Zendesk) and ticket workflows.

Aufgaben

• Provide expert-level technical support via phone, email, and chat for complex issues.
• Diagnose and troubleshoot software problems and offer clear solutions.
• Maintain accurate records of interactions and resolutions in the CRM.
• Develop deep product knowledge and stay updated on updates and features.
• Identify recurring issues and work with product/engineering to implement fixes.
• Create and update customer-facing knowledge base articles and docs.
• Train and mentor junior support staff on best practices.
• Proactively identify improvements to support processes and customer satisfaction metrics.

Kenntnisse

Technical troubleshooting

SaaS support

Operating systems

Analytical thinking

Verbal and written communication

CRM systems

Teamwork

Tools

Salesforce

Zendesk

Jobbeschreibung

Placements24 is seeking a Senior Customer Support Specialist for their Johannesburg office with a hybrid work model. The role focuses on delivering expert technical support for SaaS products, resolving complex inquiries, and guiding customers to successful outcomes.

You will troubleshoot software issues, document cases in the CRM, and collaborate with product and engineering teams to drive improvements. Strong communication and leadership skills are essential.