Customer Support Consultant, SaaS (Remote, South Africa)

A global support-outsourcing company that provides customer and technical support for software, SaaS and hardware businesses across 30+ countries and in 60 languages. It is hiring contract consultants to handle customer email support for its clients from a home office. The work is multilingual, high-volume and driven by service level targets.

What you'll do

• Answer customer email inquiries within agreed service level agreements
• Resolve billing questions, account changes, cancellations and disputes
• Troubleshoot software and digital product issues and guide customers to a fix
• Track open cases, follow up on time and keep customers and internal teams updated
• Escalate complex or high-priority problems to the right team
• Provide general product information and answer basic sales questions when needed

What you need

• Fluent English, C1 level in both spoken and written English
• At least 6 months of experience in a customer support role
• Prior customer support experience at a SaaS or cybersecurity company is preferred
• Basic computer science knowledge and comfort working with software and CRM or ticketing tools
• Strong troubleshooting skills and the ability to stay calm in a fast-paced environment
• Personal laptop with at least 8 GB RAM and a stable internet connection (minimum 50 Mbps download, 40 Mbps upload)

How to apply

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