Customer Support Representative; Tier 2

Our client, a fast-growing SaaS company, is seeking a skilled and dedicated Tier 2 Customer Support Representative to join their remote team. This role is essential for providing advanced technical assistance and resolving complex issues that Tier 1 support cannot address. If you have a passion for technology, exceptional problem-solving skills, and a commitment to delivering outstanding customer service, this is the opportunity for you.

You will be working in a dynamic, fully remote environment, collaborating with a talented team to ensure customer satisfaction and product success. The ideal candidate will be proactive, detail-oriented, and eager to deepen their technical expertise while supporting clients across various industries. This position is based in
** Port Elizabeth, Eastern Cape**, but operates entirely remotely, offering significant flexibility.

• Handle escalated customer inquiries and technical issues that require in-depth troubleshooting.
• Diagnose and resolve complex software and hardware-related problems for customers.
• Document all customer interactions, troubleshooting steps, and resolutions in the ticketing system accurately.
• Collaborate with Tier 1 support staff to provide guidance and knowledge transfer.
• Liaise with engineering and product teams to report bugs, identify trends, and contribute to product improvements.
• Develop and maintain knowledge base articles and technical documentation to assist both customers and internal teams.
• Ensure timely and effective resolution of customer issues, meeting or exceeding service level agreements (SLAs).
• Provide exceptional customer service, maintaining a high level of professionalism and empathy.
• Proactively identify potential issues and offer solutions before they impact the customer.
• Stay up-to-date with product updates and new features to provide informed support.

• Minimum of 3 years of experience in a Tier 2 or advanced technical support role.
• Strong understanding of software troubleshooting and common IT support issues.
• Excellent problem-solving, analytical, and critical thinking skills.
• Proficiency with ticketing systems (e.g., Jira Service Management, Zendesk) and remote support tools.
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clear.
• Experience working in a remote team environment.
• Ability to manage multiple tasks and prioritize effectively under pressure.
• A customer-centric mindset with a commitment to delivering high-quality support.
• Familiarity with SaaS products is a strong advantage.
• Must be able to work effectively from a remote location within South Africa, ideally aligning with
  ** Port Elizabeth, Eastern Cape
  ** time zones.

• Competitive annual salary of R.
• Fully remote work opportunity, offering unparalleled flexibility.
• Health insurance and wellness benefits.
• Paid time off and company holidays.
• Opportunities for career advancement and specialized training.
• Access to modern remote work tools and technologies.
• A supportive and collaborative team culture.
• Retirement savings plan contribution.
• Exposure to a growing SaaS product and industry.
• Work from anywhere within South Africa.