Technical Support Agent - SaaS

Placements24; Klerksdorp; Hybrid; ZAR 201,000 - 268,000; Full time

Benefits offered by this job

Fully remote work environment

Health insurance and wellness programs

Professional development and training

Job summary

Placements24 is seeking a skilled Technical Support Agent to assist clients in Klerksdorp, North West, and beyond. You will troubleshoot software issues, guide users through complex features, and ensure a seamless experience across email, chat, and phone.

Ideal candidates have SaaS support experience, strong IT knowledge, and excellent communication skills. This fully remote role offers flexibility, health benefits, and opportunities for growth in a fast-moving SaaS environment.

Qualifications

• Experience in technical support, preferably SaaS.
• Strong understanding of software applications and IT issues.
• Excellent written and verbal communication.
• Proficiency with Zendesk/Jira Service Desk.
• Able to work remotely and manage time effectively.
• Knowledge of web technologies (HTML, CSS, JavaScript) a plus.
• Experience with API troubleshooting is advantageous.

Responsibilities

• Provide timely and effective technical support to customers via email, chat, and phone regarding SaaS products.
• Diagnose and resolve software issues, bugs, and configuration problems, documenting steps taken.
• Guide customers through product features, functionalities, and best practices to maximize use of the platform.
• Escalate complex issues to engineering or development teams with thorough documentation.
• Create and maintain clear, concise knowledge base articles and FAQs.
• Collaborate with product and development teams to identify trends and contribute to product improvements.
• Assist with user onboarding and proactive guidance for smooth adoption.
• Monitor support queues and address inquiries within defined SLAs.

Skills

SaaS support

Customer focus

Clear communication

Time management

Problem solving

Tools

Zendesk

Jira Service Desk

Ticketing systems

Job description

About the Role

Our client, a leading provider of innovative Software-as-a-Service (SaaS) solutions, is actively seeking a skilled and motivated Technical Support Agent to join their dynamic team, servicing clients in Klerksdorp, North West and beyond. This role is crucial for providing exceptional technical assistance to users of our client's cutting-edge platform. You will be responsible for troubleshooting software-related issues, guiding users through complex features, and ensuring a seamless user experience. The ideal candidate possesses a strong technical acumen, excellent communication skills, and a passion for helping others succeed with technology. This is an excellent opportunity to develop your career in the fast-growing SaaS industry within a supportive and forward-thinking company. We are dedicated to fostering a positive and productive remote working culture.

Key Responsibilities

• Provide timely and effective technical support to customers via email, chat, and phone regarding our SaaS products.
• Diagnose and resolve software issues, bugs, and configuration problems, documenting all steps taken.
• Guide customers through product features, functionalities, and best practices to maximize their use of the platform.
• Escalate complex technical issues to the appropriate engineering or development teams, ensuring thorough documentation.
• Create and maintain clear, concise, and helpful documentation, including FAQs and knowledge base articles.
• Collaborate with the product and development teams to identify trends in support requests and contribute to product improvements.
• Assist with user onboarding and provide proactive guidance to ensure a smooth adoption process.
• Monitor support queues and ensure all customer inquiries are addressed within defined service level agreements (SLAs).
• Contribute to a knowledge-sharing environment within the support team.

Requirements

• Previous experience in technical support, preferably within a SaaS environment.
• Strong understanding of software applications, troubleshooting techniques, and common IT issues.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• Proficiency with help desk software and ticketing systems (e.g., Zendesk, Jira Service Desk).
• Ability to work independently and manage time effectively in a remote setting.
• A customer-centric approach with a strong desire to help users succeed.
• Basic understanding of web technologies (HTML, CSS, JavaScript) is a plus.
• Experience with API troubleshooting is advantageous.
• Ability to work flexible hours to cover different time zones if required.

Benefits

• Competitive salary and potential for performance-based bonuses.
• Fully remote work environment, offering flexibility and work-life balance.
• Comprehensive health insurance and wellness programs.
• Opportunities for professional development, training, and certifications.
• A collaborative and inclusive remote team culture.
• Generous paid time off and company holidays.
• Home office setup stipend.