Senior SaaS Support Specialist (Remote)

Placements24; Gqeberha; Hybrid; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Fully remote

Health insurance

Paid time off

Career growth

Remote tools

Team culture

Retirement plan

SaaS exposure

Work anywhere SA

Job summary

Placements24 is seeking a skilled Tier 2 Customer Support Representative for a fully remote role based in Port Elizabeth, Eastern Cape. You will handle escalated technical issues, troubleshoot complex software and hardware problems, and document resolutions in our ticketing system while collaborating with Tier 1 and engineering teams.

The ideal candidate has 3+ years of Tier 2 experience, excellent communication, and a customer-centric mindset.

Qualifications

• 3+ years of experience in Tier 2 or advanced technical support.
• Strong understanding of software troubleshooting and common IT issues.
• Excellent problem-solving, analytical, and communication skills.

Responsibilities

• Handle escalated customer inquiries and technical issues requiring in-depth troubleshooting.
• Diagnose and resolve complex software and hardware-related problems for customers.
• Document all interactions and resolutions in the ticketing system.
• Collaborate with Tier 1 staff to provide guidance and knowledge transfer.
• Liaise with engineering and product teams to report bugs and trends.

Skills

Customer support

Tier 2 support

Remote teamwork

Problem solving

Communication

Prioritization

Tools

Jira Service Management

Zendesk

Remote support tools

Job description

Placements24 is seeking a skilled Tier 2 Customer Support Representative for a fully remote role based in Port Elizabeth, Eastern Cape. You will handle escalated technical issues, troubleshoot complex software and hardware problems, and document resolutions in our ticketing system while collaborating with Tier 1 and engineering teams.

The ideal candidate has 3+ years of Tier 2 experience, excellent communication, and a customer-centric mindset.