Senior SaaS Technical Support Lead (Hybrid)

Placements24; Johannesburg; Hybrid; ZAR 360,000 - 520,000; Full time

Benefits offered by this job

Health insurance

Hybrid work model

Career development

Johannesburg-based

Job summary

Placements24 is seeking a Senior Customer Support Specialist for a fast-growing software provider based in Johannesburg, Gauteng. You will be the primary contact for complex technical inquiries, troubleshoot issues, and ensure top-tier customer satisfaction while mentoring junior team members.

The role demands 3+ years in technical support, strong analytical and communication skills, and SaaS experience. A hybrid work setup in Johannesburg offers flexibility, professional development, and a

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field.
• 3+ years of technical customer support experience.
• Strong software troubleshooting knowledge.
• Excellent problem-solving and diagnostic skills.
• Proficiency with Zendesk and Salesforce Service Cloud.
• Excellent verbal and written communication; able to explain complex concepts.
• Experience supporting SaaS products.
• Able to work independently and in a team.
• Strong organizational and time-management skills.

Responsibilities

• Provide advanced technical support via phone, email, and chat.
• Troubleshoot complex software issues.
• Document interactions and resolutions in the CRM.
• Develop deep product knowledge.
• Identify trends and feedback to product teams.
• Create and maintain knowledge base articles.
• Train and mentor junior staff.
• Manage escalations to ensure timely resolution.
• Contribute to support process improvements.
• Advocate for customers to ensure a positive experience.

Skills

Analytical skills

Communication skills

Problem solving

Active listening

Time management

Team player

Education

Bachelor’s degree in IT/CS

Tools

Zendesk

Salesforce Service Cloud

Job description

Placements24 is seeking a Senior Customer Support Specialist for a fast-growing software provider based in Johannesburg, Gauteng. You will be the primary contact for complex technical inquiries, troubleshoot issues, and ensure top-tier customer satisfaction while mentoring junior team members.

The role demands 3+ years in technical support, strong analytical and communication skills, and SaaS experience. A hybrid work setup in Johannesburg offers flexibility, professional development, and a