Virtual Technical Support Specialist - SaaS Platforms

Placements24; Bloemfontein; Hybrid; ZAR 320,000 - 460,000; Full time

Benefits offered by this job

Remote work

Health insurance

Professional development

Paid time off

Job summary

Placements24 is seeking a remote Virtual Technical Support Specialist to help customers with our SaaS products. You will diagnose issues, guide users through resolutions, and document outcomes to improve support quality.

The ideal candidate has strong technical skills, experience with cloud/web technologies, and excellent communication. This fully remote role offers flexible work and opportunities for professional growth.

Qualifications

• Experience in technical support for SaaS products.
• Strong knowledge of web technologies and APIs.
• Excellent written and verbal communication.
• Ability to work remotely and manage time efficiently.

Responsibilities

• Provide expert-level technical support to customers using our SaaS applications via phone, email, and ticketing systems.
• Diagnose, troubleshoot, and resolve complex technical issues related to software functionality, integration, and performance.
• Document all customer interactions, technical issues, and resolutions comprehensively in the support ticketing system.
• Collaborate with engineering and product teams to identify root causes of issues and provide feedback for product improvements.
• Develop and maintain technical documentation, FAQs, and knowledge base articles to empower users and support staff.
• Guide users through software configurations, updates, and best practices for optimal usage.
• Assist in training new support team members on technical procedures and product knowledge.
• Stay current with product updates, new features, and industry trends in SaaS technology.
• Manage assigned tickets, ensuring timely follow-up and resolution within defined service level agreements.

Skills

Technical aptitude

Problem-solving

Communication skills

Remote work discipline

Education

Bachelor's degree in Computer Science or related field

Tools

Zendesk

Salesforce Service Cloud

Job description

About the Role

Our client, a dynamic and fast-growing Software-as-a-Service (SaaS) provider, is seeking a skilled Virtual Technical Support Specialist to join their entirely remote support department. This role is essential for ensuring our clients receive prompt, accurate, and effective technical assistance for our cutting-edge SaaS products. You will be instrumental in diagnosing complex technical issues, guiding users through resolutions, and contributing to the overall improvement of our customer support experience. The ideal candidate will possess a strong technical aptitude, excellent problem-solving skills, and a genuine desire to help users succeed with our platform. This is an exceptional opportunity to work in a fully remote capacity with a company that prioritizes employee well-being and professional growth. Join a dedicated team committed to delivering outstanding service from anywhere.

Key Responsibilities

• Provide expert-level technical support to customers using our client's SaaS applications via phone, email, and ticketing systems.
• Diagnose, troubleshoot, and resolve complex technical issues related to software functionality, integration, and performance.
• Document all customer interactions, technical issues, and resolutions comprehensively in the support ticketing system.
• Collaborate with engineering and product teams to identify root causes of issues and provide feedback for product improvements.
• Develop and maintain technical documentation, FAQs, and knowledge base articles to empower users and support staff.
• Guide users through software configurations, updates, and best practices for optimal usage.
• Assist in training new support team members on technical procedures and product knowledge.
• Stay current with product updates, new features, and industry trends in SaaS technology.
• Manage assigned tickets, ensuring timely follow-up and resolution within defined service level agreements.

Requirements

• Proven experience in technical support, particularly with SaaS products or web-based applications.
• Strong understanding of cloud computing concepts, web technologies (HTML, CSS, JavaScript), and APIs.
• Excellent diagnostic, troubleshooting, and problem-solving skills.
• Exceptional written and verbal communication skills, with the ability to articulate technical details clearly.
• Proficiency with CRM and helpdesk software (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work autonomously, manage time effectively, and prioritize tasks in a remote environment.
• Bachelor's degree in Computer Science, IT, or a related field, or equivalent work experience.
• Experience with SQL databases and basic scripting knowledge is a significant advantage.
• Must have a reliable internet connection and a suitable home office setup for remote work.

Benefits

• This role is 100% remote, offering unparalleled flexibility. Our client offers a highly competitive salary, along with comprehensive health, dental, and vision insurance.
• Continuous professional development is supported through access to online courses, industry certifications, and virtual conferences.
• Employees benefit from a supportive and inclusive remote work culture, regular virtual team-building activities, and opportunities for career advancement.
• Paid time off and company-observed holidays are provided.
• Join a forward-thinking organization that is a leader in SaaS innovation and values its remote workforce.
• Enjoy contributing to impactful projects from your own home office.