{"id":1483933,"url":"https://alion.io/job/salt-customer-support-agent","title":"Customer Support Agent","company":{"id":1935342,"name":"Salt","domain":"welovesalt.com","url":"https://alion.io/company/welovesalt","size_band":"201-500","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":{"grade":"A","score":95,"open_postings":1225,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":146,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11500,"max_usd":24000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":8},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"HubSpot","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-08-14T00:00:00Z","employer_posted_date":"2026-08-14","last_verified_at":"2026-09-29T22:22:26Z","board_verified":false,"closed_at":null,"days_open":69,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":69},"description":"Back to all jobs\nApplications are now closed.\nCustomer Support Agent\nRef: JO-2607-362507\nSouth Africa, Cape Town \n\nClient Success & Account Management, Sales \n\nSales \n\n50 - 249 Employees \n\nEnvironment:\n\nIn-office \n\nContract Type:\n\nPermanent \n\nStarts:\n\n2026-09-28 \n\nWe 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.\nThe 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.\nKey Responsibilities\nManage and respond to customer support tickets via phone, email, and online support channels.\nTroubleshoot software, system, and user-related issues.\nInvestigate customer queries and provide effective resolutions within SLA requirements.\nEscalate technical issues where necessary and track progress through to resolution.\nLog, update, and maintain accurate records within the ticketing system.\nProvide guidance and support to customers using the software platform.\nAssist with onboarding and user support where required.\nIdentify recurring issues and provide feedback to improve customer experience and support processes.\nWork closely with internal teams to resolve customer issues efficiently.\nMaintain a high level of customer satisfaction through professional and timely communication.\nMinimum Requirements\n2+ years’ experience in a software support, SaaS support, application support, product support, or customer support role.\nExperience working within a ticket-based support environment.\nExperience working against SLAs and support KPIs.\nStrong troubleshooting and problem-solving abilities.\nExcellent verbal and written communication skills.\nComfortable supporting customers through phone, email, and ticketing systems.\nStrong attention to detail and administrative skills.\nHighly Advantageous\nExperience supporting:POS (Point of Sale) software\nRetail software\nPayroll software\nAccounting software\nCRM or ERP systems\n\nExposure to SaaS platforms.\nExperience with ticketing systems such as Jira, Zendesk, Freshdesk, ServiceNow, HubSpot, SAP CRM, or similar.\nCustomer onboarding or user training experience.\nBasic SQL knowledge or software testing experience.\nIdeal Candidate\nThe 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.\nSalt is acting as an Employment Agency in relation to this vacancy.","description_format":"text","description_chars":3026,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-29T21:54:51Z"}],"visa":[],"liveness":{"score":16,"band":"cold","label":"Long shot","p_open":0.4,"p_active":0.567,"p_room":0.72,"age_days":69,"expected_fill_days":146,"reasons":["conf:535","agency","urgency","velocity","win:mid","crowd:junior,brand"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/salt-customer-support-agent","json_url":"https://alion.io/job/salt-customer-support-agent.json","meta":{"generated_at":"2026-10-22T19:45:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3237,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1935342},"rest":"https://alion.io/mcp/rest/get_company?id=1935342"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsalt-customer-support-agent"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsalt-customer-support-agent"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsalt-customer-support-agent"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/salt-customer-support-agent\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsalt-customer-support-agent"}]}