Remote SaaS Product Support Specialist (Strong Tech/Helpdesk Background)
You will be the first point of contact for customers, handling incoming requestsvia phone, chat and email by diagnosing issues, answering product questions, and resolving problems quickly and professionally.
This is a hands-on, customer-facing role for someone who is technically curious, calm under pressure, and enjoys helping users. You’ll triage tickets, troubleshoot product behavior, and escalate complex issues to engineering or product teams. As an early support hire, you’ll also help shape support processes by identifying recurring issues and contributing to help documentation.
What We're Looking For (REQUIRED)
- Experience: 3–5 years in a customer support, technical support, or customer success role at a B2B SaaS company with a relevant educational background
- Excellent written and verbal English — clear, professional, and empathetic. This role involves both written support and live conversations, including troubleshooting with customers over screen-share.
- Strong technical aptitude — comfortable learning software products deeply and explaining them simply to non-technical users.
- Strong organizational skills and attention to detail — you manage a live queue and multiple concurrent conversations without dropping threads.
Setup:
- Shift: Monday–Friday, Assiged to either US, EMEA or APAC Shift
- High speed and stable internet (50MBPS minimum speed preferably wired connection), and a backup router
- Must have your own laptop or PC, computer headset, web cam
- Full Remote
- Company: HJN
Preferred
- Hands-on experience with the Intercom comparable support/helpdesk platform.
- Experience supporting a sales technology, telephony, dialer, or data product.
- Familiarity with CRMs (e.g. Salesforce, HubSpot) and how they integrate with other tools.
- Experience writing or maintaining help-center / knowledge-base content.
- Exposure to basic troubleshooting concepts — reading logs, reproducing issues, understanding integrations and APIs at a high level.
What You'll Own
- Front-Line Customer Support
You will be the first responder for inbound customer support across phone, live chat and email. You will acknowledge, triage, and resolve tickets within expected response and resolution times, manage your own queue, and ensure no conversation goes unanswered during your shift. You will communicate clearly and empathetically, set accurate expectations, and follow each issue through to resolution whether that means solving it directly, gathering more information, or routing it to the right team.
- Technical Troubleshooting
You will diagnose and resolve a wide range of product issues across the platform from account and configuration questions to dialing, data, and integration behavior. This means understanding how the product works end to end, reproducing reported issues, distinguishing user error from genuine bugs, and providing clear, accurate guidance. When an issue requires deeper investigation, you will capture the right details — steps to reproduce, screenshots, account context — so it can be resolved efficiently.
- Escalation & Cross-Functional Coordination
You will own the handoff to engineering, product, and other internal teams when an issue falls outside front-line resolution. You will write clear, well-documented escalations, track them through to resolution, and keep customers informed along the way.
- Knowledge & Continuous Improvement
You will help build and maintain the support knowledge base, drafting help-center articles, canned responses, and troubleshooting guides from the issues you resolve. You will flag recurring problems and product friction to the VP of Support and the product team, helping reduce ticket volume over time and improve the overall customer experience.
Pay: R15 200,00 per month
Application Question(s):
- Reminder: Please ensure you attach your most recent and detailed resume. WhatsApp Number.
Education:
- High School (matric) (Required)
Experience:
- SaaS Technical Support: 3 years (Required)
- Phone, Chat, Email & Ticket Support: 3 years (Required)
- US, EMEA or APAC Shift: 3 years (Required)
- CRM: Salesforce and Hubspot: 3 years (Required)
- API Integration Support: 3 years (Required)
Language:
Work Location: Remote
