SaaS Technical Support Specialist

SUMMARY:
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POSITION INFO:

Technical Support Specialist (100% Remote - Cape Town) Only candidates based in Cape Town will be considered.

Our client is looking for a **Technical Support Specialist - Cloud Hosted SaaS Products** to join their team remotely within Cape Town. In this role, you'll play a key part in delivering world-class support, resolving customer issues, and collaborating closely with the client's product development teams. This position offers a salary of R27,000 per month.

Job Summary:

As a Technical Support Specialist, you will be responsible for providing top-tier customer support, troubleshooting, and collaborating with cross-functional teams. Your expertise in identifying root causes and resolving software-related issues will be crucial to ensuring the client’s customers have a seamless experience. You will work fully remotely during standard Cape Town working hours and handle a variety of customer queries in a fast-paced, technology-driven environment.

Working Hours:

Monday - Friday - 6pm to 3am.

Responsibilities:

- Handle incoming customer requests by triaging, documenting, and ensuring timely resolution of issues.
- Identify and reproduce technical issues for the client’s product development teams, including occasional weekend on-call duties.
- Act as a brand ambassador by providing considerate and personalized responses to customer inquiries.
- Test new features, report bugs, and surface customer feedback to improve the product.
- Maintain and enhance the customer support knowledge base by creating helpful documentation.
- Stay updated on product changes and updates to deliver accurate support.

Qualifications/Requirements:

- Minimum of a Grade 12 (Matric)
- Minimum of 2+ years of experience in customer support, ideally in a software or tech-focused role.
- Fluent in English, with strong written and verbal communication skills.
- Strong technical aptitude with the ability to troubleshoot software and hardware issues.
- Problem-solving mindset with a focus on empathy, resourcefulness, and attention to detail.

Skills:
- Essential: Proficient in troubleshooting, excellent communication skills, ability to work independently, and handle high-pressure situations.
- Preferred: Prior experience with a SaaS company, knowledge of CRM or ticketing systems, and experience working in remote teams.

Growth and Support:
The client’s company values learning and professional development. You'll have opportunities to work with cutting-edge technology, receive continuous training, and collaborate with global teams. They encourage ownership, proactivity, and creativity in problem-solving, ensuring you grow with them.

Benefits:
- Competitive salary of R27,000 per month.
- Fully remote role, giving you the flexibility to work from the comfort of your home.
- Be part of a supportive, diverse, and innovative team focused on enhancing global trade through AI-driven technology.