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Remote SaaS Support Pro - SLA & Escalation Expert
Job summary
An innovative tech company based in Cape Town is seeking a Remote Customer Support Agent to manage client inquiries and enhance support efficiency. The ideal candidate will have 4+ years of experience in customer support, strong organizational skills, and be fluent in English. This role offers a chance to work remotely from anywhere in South Africa while growing your career in a collaborative culture.
Benefits
Qualifications
- At least 4 years of experience in customer support or service roles.
- Empathetic and service-oriented.
- Clear and confident communicator.
- Skilled in ticket escalation and de-escalation.
- Proactive and capable of working independently.
Responsibilities
- Managing client inquiries via email and chat.
- Handling ticket workflows using various tools.
- Resolving issues within agreed SLAs.
- Collaborating with teams and coordinating with departments.
- Proposing improvements to enhance support efficiency.
Skills
Tools
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.