Technical Support Specialist (3PM-11PM SAST) – Work from home
Work From Home
Position: Technical Customer Support Specialist
Location: South Africa (Remote)
Employment Type: Full-Time | Mid-Level
Working Hours: 3 PM – 11 PM SAST
About the Role
Work From Home
GoCanvas is seeking a dedicated and customer-focused Technical Support Specialist to join our support team. This role is ideal for problem solvers who are passionate about technology and customer service. As a key member of our Customer Support team, you will provide assistance to existing and potential subscribers via chat, phone, and email—helping to troubleshoot technical issues, answer product-related queries, and enhance user experience.
In this role, you won’t just be resolving support tickets—you’ll be an integral part of ensuring customer satisfaction and strengthening GoCanvas’s reputation as a trusted platform.
Key Responsibilities
For Work from Home position
• Assist customers through chat, phone, and email with technical inquiries.
• Collaborate with internal teams, including Product, Development, Customer Success, and Professional Services, to ensure seamless service delivery.
• Provide valuable feedback to the product management team based on customer interactions.
• Help document best practices for developing and deploying GoCanvas applications.
• Stay up to date with iOS and Android system updates to provide accurate troubleshooting support.
• Identify and document technical issues, including steps to reproduce errors.
• Analyze mobile application crash reports and troubleshoot user-reported problems.
• Develop and implement both manual and automated test procedures.
What Success Looks Like
• Timely responses to support cases across all channels within established SLA guidelines.
• Collaboration with the Customer Success team to maintain a high Net Promoter Score (NPS).
• Efficient resolution of customer issues within 72 hours.
• Contribution to technical content in partnership with the GoCanvas Community Manager.
What You Bring to the Role
• A strong passion for delivering outstanding customer service.
• Excellent organizational skills and the ability to juggle multiple tasks and priorities effectively.
• A technical mindset with the ability to quickly grasp and learn new software.
• Strong verbal and written communication skills to explain technical solutions clearly.
• A confident, engaging approach when interacting with customers, especially over the phone.
• High levels of empathy and patience when assisting customers with varying technical expertise.
• Self-motivation to thrive both independently and as part of a dynamic team.
• A strong work ethic that drives personal and professional growth.
• The ability to research, troubleshoot, and resolve technical issues efficiently.
• Prior experience or interest in software testing and mobile applications.
• At least 1 year of experience in a customer service role or a keen interest in the tech industry.
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How to Apply
Ready to join our team? Click here to apply now!
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