Customer Support Specialist

Job Description Customer Support Specialist – Remote (South Africa) Location: Fully Remote (South Africa)Job Type: Full-time This is a full-time role for an enthusiastic, bright, confident, people-person who will be an integral part of our incredible team. The position is perfect for someone with an interest in software and technology. Full training will be provided. Position Overview We have an exciting new opportunity to join our Support Team, providing technical support and assistance for clients with incoming issues related to our software. You will also be responsible for documenting internal procedures and keeping up to speed with daily software updates. Working closely with our Development and Onboarding teams, you will help troubleshoot and resolve customer issues. You will be liaising with a variety of organisations of different sizes and engaging with individuals at all levels. A passion for software, strong problem-solving skills, and the confidence to guide and support customers through their onboarding journey and beyond are essential in this role. Workplace and Hours Fully remote role (candidates must be based in South Africa). Reporting to the Head of Customer Success, while working closely with other team members and departments. Monday – Friday, 9:00am to 5:30pm. Benefits Responsibilities Respond to and manage incoming support tickets efficiently. Communicate with customers via the Helpdesk, ensuring excellent grammar, empathy, and professionalism. Handle phone calls and video calls (Zoom/Teams) with customers to resolve issues where needed. Collaborate closely within a small, supportive team, sharing information and best practices. Develop a strong understanding of the user experience to deliver effective support. Document and log resolutions for future reference. Assist with additional business projects as required. Skills and Abilities Knowledge and Desired Experience: Strong customer service experience (essential). Prior support desk or helpdesk experience (desirable, but not essential). Excellent interpersonal and communication skills. Customer-first mindset with strong empathy and patience. Self-motivation and a proactive “can-do” attitude. Strong organisational skills with the ability to manage multiple tickets simultaneously. Ability to see issues through to completion. Knowledge of financial or business software (desirable, but not essential).