Description
Our client is a UK-based SaaS company providing secure file sharing and Virtual Data Room solutions. They are seeking a Customer Support & QA Assistant to join their growing team. Known for exceptional client service and innovation in the secure tech space, they are looking for someone who can balance friendly customer support with diligent software testing.
This role ensures their clients receive world-class support while also helping us ship high-quality, bug-free features.
The ideal candidate is a detail-oriented communicator with strong technical curiosity and a proactive mindset. This hybrid role combines live client interaction with manual testing responsibilities, ideal for someone who enjoys helping users while ensuring high-quality product delivery.
This is a remote position open to those living anywhere in South Africa.
Duties & Responsibilities
Customer Support & Client Interaction
- Deliver first-line support through live chat, phone, and email
- Respond to incoming client queries within 30 seconds during support hours
- Conduct onboarding and training for new clients in using our VDR and safedrop platforms
- Troubleshoot user issues and escalate where appropriate
- Maintain and improve customer satisfaction and support SLAs
Testing & Quality Assurance
- Manually test new features and bug fixes across multiple browsers and devices
- Collaborate with the product and dev teams in our ShapeUp! 2-week build cycles
- Log bugs clearly and systematically using internal tools
- Suggest improvements to usability, security, and user experience
Technical Support & Development Path
- Opportunity to grow into a technical support or QA specialist role
- Exposure to command-line tools, basic Unix troubleshooting, and data tools (training provided)
- Contribute to improving testing checklists and documentation
- Participate in cross-functional product feedback sessions
- Live chat response within 30 seconds
- Maintain high client satisfaction (measured by CSAT/NPS)
- Minimise bugs reaching production by proactive testing
- Improve support documentation based on user queries
Skills, Experience & Requirements
- Excellent written and verbal English communication
- Personable, empathetic, and enthusiastic about helping users
- Comfortable learning new tech tools and working in a fast-moving SaaS environment
- Detail-focused, reliable, and happy to work both independently and as part of a team
- Experience in customer support, helpdesk, or onboarding roles preferred
- Comfortable with cloud-based platforms (e.g., Google Drive, Dropbox, or similar)
- Bonus: Knowledge of Unix, browser dev tools, or testing workflows
- Minimum 1 year in customer-facing or support roles
- Exposure to or interest in software testing or QA processes
- Some familiarity with technical tools (e.g., command line, SQL, browser tools) is a plus
- Minimum education: GCSE or equivalent in English and Maths
Load Shedding
Applicants must be able to ensure they can maintain internet and power during office hours.
