Customer Support Agent

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Customer Support Agent

Ref: JO-2607-362507

• South Africa, Cape Town

• Client Success & Account Management, Sales

• Sales

• 50 - 249 Employees

• Environment:

  In-office

• Contract Type:

  Permanent

• Starts:

  2026-09-28

We are looking for a customer-focused Support Agent to join a growing support team. This role is ideal for someone who enjoys troubleshooting software issues, working directly with customers, and resolving queries in a fast-paced, ticket-driven environment.

The successful candidate will be responsible for providing first-line and second-line support to customers, ensuring issues are resolved efficiently within agreed service levels while maintaining a high standard of customer experience. The role requires a proactive individual who can investigate problems, communicate effectively with customers, and collaborate with internal teams to resolve more complex issues.

Key Responsibilities

• Manage and respond to customer support tickets via phone, email, and online support channels.
• Troubleshoot software, system, and user-related issues.
• Investigate customer queries and provide effective resolutions within SLA requirements.
• Escalate technical issues where necessary and track progress through to resolution.
• Log, update, and maintain accurate records within the ticketing system.
• Provide guidance and support to customers using the software platform.
• Assist with onboarding and user support where required.
• Identify recurring issues and provide feedback to improve customer experience and support processes.
• Work closely with internal teams to resolve customer issues efficiently.
• Maintain a high level of customer satisfaction through professional and timely communication.

Minimum Requirements

• 2+ years’ experience in a software support, SaaS support, application support, product support, or customer support role.
• Experience working within a ticket-based support environment.
• Experience working against SLAs and support KPIs.
• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Comfortable supporting customers through phone, email, and ticketing systems.
• Strong attention to detail and administrative skills.

Highly Advantageous

• Experience supporting:
  • POS (Point of Sale) software
  • Retail software
  • Payroll software
  • Accounting software
  • CRM or ERP systems
• Exposure to SaaS platforms.
• Experience with ticketing systems such as Jira, Zendesk, Freshdesk, ServiceNow, HubSpot, SAP CRM, or similar.
• Customer onboarding or user training experience.
• Basic SQL knowledge or software testing experience.

Ideal Candidate

The ideal candidate has current or recent experience supporting a software product, is comfortable managing a support queue, understands SLA-driven support environments, and enjoys helping customers solve problems. Experience in retail technology, POS, payroll, accounting, or SaaS environments will be highly regarded.

Salt is acting as an Employment Agency in relation to this vacancy.