339 Product Support jobs in South Africa

Tracker requires the services of a Supervisor in the Customer Experience (Product Support) Department at Tracker Head office, based in Johannesburg. We require a diligent and hard-working individual, who can be a part of a highly motivated and pressurized environment.

• Ensure that telephonic requests received within the Customer Experience Product Support are handled efficiently and that company requirements of AB rate & Service Levels are maintained.
• Ensure that electronic requests are handled efficiently, and service level agreements and standards are maintained.
• Take ownership of escalated queries and ensure query resolution through liaising with all necessary parties and providing timeous feedback to customers.
• Provide daily assistance with call retrieval requests if the need arises.
• Effectively manage resources in own team to help other teams in Customer Experience when required.
• Ensure meeting of team targets/deadlines as per Key Performance Agreement and manage non-adherence according to set guidelines.
• Maintain records of attendance, manage leave and timekeeping, and address misconduct accordingly.
• Uphold administrative staff files including all policies and procedures.
• Collate and analyze statistics on a daily, weekly, and monthly basis.
• Collate and discuss KPA’s and implement Performance evaluation and PDP’s where applicable.
• Conduct daily spot checks on agent performance through call listening and “on the job” coaching.
• Ensure staff are continuously updated with current and new products, procedures, and processes through meetings, training sessions, and up-to-date SOP’s.
• Daily monitor and follow up/coaching on individual QA scores, targets, and telephone states when the desired outcomes are not achieved.
• Identify concerns or trends within the department, investigate, and propose possible solutions for problems.
• Continuously implement staff motivation through creative and innovative ideas.
• Interact and build relationships with all Internal Departments and Management.
• Provide daily performance reports to the manager including any concerns noted and action taken.
• Assist with any other tasks or duties assigned by the Manager as the need arises to ensure exceptional and efficient service such as Data integrity campaigns, handling of any Customer Experience calls or electronic communication within Product Support.

• Matric
• 2-4 years Supervisory experience in customer service (Inbound).
• Excellent understanding of telephony monitoring systems and interpretation of reports.
• Advanced knowledge of the following systems required: CDS, CRM, Skytrax.
• Technical knowledge (Skytrax reports, Master, TEMS, TX, Helpdesk, Access forms).
• A passion for customer service and a professional attitude at all times.
• Excellent product and systems knowledge.
• Advanced MS Office proficiency.
• Excellent interpersonal skills.
• Work accurately with a high level of attention to detail.
• Ability to work under pressure.

Please note, if you are not contacted within 4 weeks consider your application unsuccessful.

Location : East Rand

Salary : R 58 000 – R 65 000 CTC Benefits : Provident and Pension Fund

Duties :

SHORT JOB DESCRIPTION : Responsible for analysis, investigation and resolution of underground equipment product-related field issues reported by customer, factory, or sales / dealer teams. Acts as a liaison between customers, engineering, and factory, identifying opportunities for product enhancement and development to grow brand loyalty through unique customer-factory experience.

DUTIES :

• Coordinate technical (FOF) handover of underground equipment to mining clients.
• Analyse technical issues related to products, conducting root cause analysis, to determine reasons.
• Analyse site and / or operational constraints and make recommendations to ensure uptime.
• Conduct advanced diagnostic repairs and maintenance.
• Reduce warranty costs where possible, through analysis of broader context (territory, customer, site, machine) and make recommendations on the most cost-effective means of ensuring business continuity.
• Conduct warranty investigations and give detailed feedback in writing of findings to both internal and external customers.
• Attending Customer and Dealer meetings, provides neutral objective feedback based on technical merit.
• Develop potential solutions and liaising with sales and engineering teams, determine best remedial action.
• Collaborate with Technical Training for continuous improvement.
• Advise, when requested, with technical specifications for tenders.
• Represent Underground division in the product and quality development processes.
• Provide technical support to answer product-related enquiries, product performance challenges, etc. This can be done on-site, in person or via email / telephone.
• Contribute technical documentation, including summarizing product performance, release notes for upgrades, and troubleshooting guides.
• Conduct product demonstrations and support product training for clients.
• Assist with product launches and promotional campaigns, providing technical specialist advise.
• Remain abreast of industry innovations and monitor opposition products and performance.

REQUIREMENTS :

• Must be Trade Tested Mechanical / Electrical Engineering.
• Minimum of 7 years post-qualification maintenance and repairs for underground mining equipment experience required.
• Full computer literacy in MS Word, MS Excel and MS PowerPoint.
• Customer relations experience is essential.
• Must have a valid driver’s license.
• Demonstrate aptitude for analytical problem solving by balancing the use of troubleshooting tools with a practical application of experience and creativity!
• Fluent in English as this is essential for support.
• A team player with strong customer service, communication, written and technical phone support experience.
• Ability to work hours outside of normal day shift.
• Able & willing to travel as & when necessary.

Company Description

Working at The Adaptavist Group

The Adaptavist Group is a global family of companies with a common goal. We combine the best of teamwork, technology, and processes, helping all kinds of businesses be better today and tomorrow.

We are experts at delivering enterprise software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems, including Atlassian, AWS, Slack, GitLab, monday.com and Aha!

We make change happen. From anywhere.

What we offer you

We offer a very generous holiday (PTO) allowance, trusting you to take vacation time that suits your personal life, alongside flexible working hours that empower you to work when it best fits you and your team. We provide MacBooks to all employees and additional support for fully remote workers to set up their home offices.

Our exceptional Time Away Policy includes 26 weeks of fully paid leave for birthing parents, 13 weeks for non-birthing parents, and extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs such as menopause, menstruation, endometriosis, and PCOS.

Our trusting, flexible, remote-first way of working means that work can fit around your life, rather than your life fitting around work.

Read our full list of benefits

Job Description

About the role

Are you a passionate support professional who thrives in fast-paced environments and finds joy in solving problems, improving processes, and putting customers first? At The Adaptavist Group, we’re building something new, and we want you to be part of it.

We’re expanding our support operations with a brand-new team based in South Africa, and we’re looking for Product Support Specialists to help us deliver outstanding SaaS support for our innovative Kolekti and Upscale product portfolios.

This isn’t your average support role. You’ll have the opportunity to shape how we do things, from processes and documentation to customer experience strategy. You’ll help us define what world-class support looks like in a modern, fully remote product company.

What you'll be doing

• Become a product expert on Mosaic, our flagship Kolekti app and provide stellar support across a handful of additional products.
• Handle a wide variety of support requests through our Jira Service Management (JSM) portal, from account queries to complex debugging and everything in between.
• Collaborate with engineers, product managers, and design teams to escalate and resolve user issues quickly and effectively.
• Help surface bugs, usability concerns, and recurring pain points to shape better products.
• Be part of our continuous improvement engine: close documentation gaps, suggest better workflows, refine our support processes, and own your impact.
• Champion our customers’ voices within the business—you’re not just solving problems; you’re shaping product strategy.
• Participate in our on-call weekend rota, ensuring continuity of service for our global user base.
• Contribute to the culture and identity of a brand-new support function—we’re building it together, and your ideas will matter.

Qualifications

What we're looking for

You're someone who cares deeply about user experience and thrives in a collaborative, remote-first environment. You might be a good fit if you:

• Have 3+ years of technical product support experience in a SaaS or B2B environment, ideally with exposure to escalation-level support.
• Are a confident and empathetic communicator in English, especially in writing.
• Can translate technical issues into plain language and help users truly understand the why behind the solution.
• Are instinctively curious, detail-oriented, and methodical in your troubleshooting.
• Have experience using platforms like Jira Service Management, Zendesk, or Freshdesk.
• Think critically and act independently, even when the path forward isn’t clearly defined.
• Have experience contributing to documentation and love empowering users to self-serve.
• Are excited to work closely with a global team of support professionals who work hard, support one another, and make time to unwind together each month.

A few nice to haves

While not required, any of the following would give you an edge:

• Familiarity with Atlassian tools like Confluence and JSM.
• Understanding of web fundamentals like HTML, XML, CSS, or browser dev tools.
• Experience analysing HAR files or logs for debugging.
• Exposure to REST APIs and tools like Postman.

Additional Information

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At ScriptRunner, part of TAG, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply, even if you don’t have everything that's listed just yet.

Drop us your application, we’d love to hear from you!

What to expect

We have published some support on Interviewing with us to try to alleviate any pre-interview anxieties, here you’ll find information to help you prepare and ace an interview at TAG.

You can read them here

Equal opportunities for everyone

At The Adaptavist Group, we are committed to promoting a diverse and inclusive community and believe this positively impacts both the creation of our innovative products and our delivery of bespoke solutions to our global customers and our own unique culture. We encourage all qualified applicants, regardless of age, disability, race, sexual orientation, religion or belief, sex, gender identity, pregnancy and maternity, marriage, and civil partnership status. From our family-friendly policies to our flexible work environment we offer a range of benefits and policies in order to support staff from all different backgrounds. If you have any questions, please do ask us.

Check out our WORK180 page

Check out our Flexa page

We look forward to your application!

Join Our Corporate & Investment Banking company as a Loan IQ Subject Matter Expert! Leverage your deep Loan IQ expertise to optimize our structured lending operations. You'll be pivotal in user training, system enhancement, and driving technological improvements. If you're passionate about technology and finance, and have 5+ years of Loan IQ experience, apply now to shape the future of lending!

Responsibilities

• Provide expert support and training for the Loan IQ system, ensuring optimal utilization.
• Drive technology-led improvements to enhance structured lending processes.
• Collaborate with stakeholders to define user stories and ensure development quality.
• Identify automation opportunities and contribute to "to-be" process design.
• Utilize your deep knowledge of Loan IQ and CIB structured lending products to deliver strategic goals.
• Become a recognized expert in Loan IQ.
• Influence strategic technology decisions.
• Develop your skills in a dynamic and challenging environment.
• Work on complex, multi-disciplinary projects.
• If you're passionate about continuous learning and growth, and have a proven track record with Loan IQ, we want to hear from you.

Qualification and Experience

• 5+ years of Loan IQ user experience.
• 2+ years as a Loan IQ subject matter expert.
• Strong understanding of SDLC, business analysis, and project management.
• Excellent communication and stakeholder management skills.
• Degree in Operations, Finance, or Technology (preferred).

Mid-Senior level

Contract

Information Technology

Banking and Financial Services

This entry level position is responsible for facilitating the initial call from external customer inquiries or incidents. Responsible for answering questions, creating initial tickets and may perform incident resolution. Is in direct contact with the customer and serves as an integral part of the CSG International Service Desk.

Customer Service

Serves as the initial point of contact for external customer inquiries or incidents. May enlist analyst II/III on certain call types to help troubleshoot and resolve incidents, which could include ownership transfer.
Answers questions on lower complexity external call types; resolves requests and basic issues on initial call.
Maintains contact with the customer on incidents retained by the analyst, communicating status and resolution to ensure customer satisfaction
Incident Management
Gathers incident details and records those details in the tracking system – including:
Incident description and customer information,
component of the product or services affected
Business impacts, workflow and subsequent severity level
Escalates customer incidents when unable to resolve within the service desk.
Facilitate Troubleshooting
Assists internal teams and resources to troubleshoot and identify incident resolution
Capture and record initial triage information required by teams to research
Upon resolution, coordinates with customer to validate service restoration
Incumbent is accountable for professional working behavior to include; building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and incident resolution while demonstrating CSG’s core competencies and values.
Understands and adheres to all applicable regulations, laws (including the Bank Secrecy Act), card association rule, CSG Security and Compliance standards as referenced in internal policies and procedures including the Information Security, Acceptable Use, Code of Conduct, and other corporate policies. Keeps abreast of all applicable regulations, laws, and policies as they presently exist and as they change or are modified.

Requirements

(Minimum level of related experience typically required to successfully perform the job and preferred experience that is also beneficial to have in this job.)
1-2 years experience in customer service environment
Knowledge, Skills and Abilities
(Knowledge skills and abilities typically required to perform the job, licenses and certifications required for the job and preferred knowledge, skills and abilities that are also beneficial to have in this job.)
Troubleshooting Skills and Technical Acumen
Ability to anticipate issues and provide technical solutions for current and new internal application launches.
Strong problem-solving skills and sound judgment and decision-making ability
Ability to interpret and translate technical terminology

Communication Skills and Ability

Ability to write clear and concise updates and correspondence.
Possess strong written and verbal communication skills.
Ability to read, write, speak and understand the English language in a business environment.
Ability to present information and respond to questions to a variety of levels – both internally and externally

Incident Management and Customer Service Skills

Ability to maintain ownership of all issues until resolution and knowledge of when to communicate escalation of issues.
Ability to handle all user interactions in a professional, courteous manner
Ability to respond effectively to the most sensitive inquiries or complaints.
Ability to coordinate with second level teams to provide issue resolution.
Effectively Use Knowledge, Tools, and Resources
Ability to plan and organize work in an effective manner under critical time constraints
Ability to understand and apply CSG standardized instructions.
Effectively utilizes the knowledge base, documentation and tools to assist in first call resolution of issues
Ability to resolve basic calls types with the use of existing tools and minimal assistance.
Ability to use a personal computer. Proficiency with other Microsoft Office applications.

Location(s):

Introduce yourself to our recruiters and we'll get in touch if there is a role that seems like a good match.

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people (CSGers) are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations , representing the most authentic version of ourselves to build a better future together. That's just who we are. If not us, then who? Learn more

CSG is an Affirmative Action, Equal Opportunity / Veteran / Disabled / Female / Minority / Sexual Orientation / Gender IdentityEmployer.CSG does not discriminate on the basis of age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law, are not taken into account in any employment decision.

CSG will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 ( or email us at . CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

For the EEO it's the Law posting, click HERE .

A reputable Mining and Engineering company in Cape Town is looking to employ a Product Support Engineer.

1. Mechanical or Industrial graduate engineer with product development and product support experience (Minimum 5 years experience).
2. BSc Industrial, Mechanical or Electrical Engineer.

R4000 - R45000 - Monthly

Electrum is the next-generation payments technology company that provides cloud-native software to optimise the processing of financial transactions. Since 2012, we have established ourselves as a respected payments technology partner through our deep expertise and track record in delivering trusted enterprise-grade payments solutions.

We’ve built a reputation in providing solutions for high-volume, low-value payment schemes and services that enable our clients to deliver to their customers at scale. We love that the projects we work on touch the lives of millions of South Africans daily, making a real difference.

We hire the best of the best and we offer great opportunities for personal growth and career progression.

As an Intermediate Product Support Engineer at Electrum, you will play a vital role in ensuring the smooth operation and optimal performance of our payment processing products and services. You will be responsible for resolving technical issues, collaborating with cross-functional teams, and contributing to the continuous improvement of our support processes. Your technical skills and dedication to client satisfaction will be essential to Electrum's success. This role offers an excellent opportunity to develop your skills within a dynamic and growing fintech environment.

• Provide first-line technical support to Electrum's clients via phone, email, and our ticketing system.
• Troubleshoot and resolve technical issues related to VAS and payment processing, escalating complex problems to senior engineers as needed.
• Proactive monitoring of systems health and resolution of alerts.
• Professional and positive engagement with business stakeholders and speedy resolution of 1st line application support queries.
• Effective and efficient collaboration with the Product Support team to drive speedy resolution of all escalated support queries.
• Proactively identify and raise repeat system issues and effectively collaborate with the Product Support team to drive permanent solutions.
• Effectively collaborate with 3rd party service providers and partners on all system issues and changes.
• Proactively and effectively share knowledge with Product Support team members.
• Proactively and effectively gather knowledge from the Product Support team.
• Create new and maintain existing SOP documentation.
• Contribute to and keep the knowledge base updated and relevant.
• Research and identify software bugs.
• Ask customers targeted questions to quickly understand the root cause of the issue.
• Escalate unresolved issues to appropriate internal teams (e.g., software developers).
• Refer to the internal knowledge base or external resources to provide accurate resolutions.
• Track and administer support issues through to resolution, within agreed time limits, and communicate expectations with clients.
• Prioritise and manage several open issues at one time.
• Prepare accurate and timely reports.
• Build and maintain strong relationships with our clients.

• Bachelor's degree in Information Technology or other relevant qualification
• 3 - 5 years of support experience/systems engineering experience
• 3 years’ experience in Software Development
• Strong Linux administration experience
• Excellent database knowledge and experience using MySQL (writing SQL scripts and/Perl, Python, Shell)
• Experience working with Java code
• Good networking skills: TCP/IP, Load Balancers, Firewall, VPN’S
• Customer Support experience
• Experience using AWS
• Payments and SAAS experience
• Experience administering a service desk.
• AWS experience.
• Experience working in an ITIL environment.
• Experience working with APIs.

A good work-life balance is very important at Electrum. To help you manage your own time and energy, Electrum offers benefits such as:

• Daily cooked lunches and a stocked kitchen for the mid-day nibbles
• Team socialising, getaways, and social outings

We have created a safe, transparent environment where we know mistakes happen, and that’s okay. We even have a 3 step approach to dealing with them:

1. Tell everyone about it
2. Fix the mistake
3. Tell everyone about it

You are responsible for your actions – both the successes and the failures.

Hi, I'm Zandile Vanqa, your Recruiter and guide to joining CSG.

At CSG, you're more than your resume. We want your diverse perspective and unique background to help us enrich the work we do together. We believe that by channelling the power of all, we make ordinary customer and employee experiences extraordinary.

Channel the power of YOU and begin the journey to becoming a CSGer .

What you'll do :

• You will report to the Service Desk Director
• You will work with the Service Desk Team
• You will be contributing towards being in direct contact with the customer and serving as an important part of the Service Desk- answering questions, creating initial tickets, and facilitating the initial call from external customer inquiries or incidents
• You will gather incident details and record them in the tracking system, including : Incident descriptionCustomer informationComponent of the product or service affectedBusiness impactsWorkflow and severity levelEscalating customer incidents when unable to resolve within the Service Desk
• You will be part of the 2025 Graduate Program, which will run for 12 months
• You will be based in the Centurion office
• You will work the Central Daylight Time Zone (US Hours) which is 3pm - 11pm SAST

Minimum Requirements :

• South African Citizen / Valid South African Identification Document
• Undergraduate qualification in IT Helpdesk or a Business-related field
• Exposure to accounting / finance
• Experience / exposure to customer service environments
• Analytical attitude
• Proficiency in Microsoft Office (Word, Excel, Outlook)

Who will love this job :

• A trusted team player - you connect and communicate effectively, foster diversity and inclusion, and treat people with respect
• A growth driver - you adapt to changing needs and bring others together to work toward a shared vision
• A game changer - you dream big and push boundaries to improve outcomes
• A leader - you take ownership, lead projects, and mentor those around you
• A strategist - you're curious, inventive, and focused on business simplification and impactful solutions

Electrum is the next-generation payments technology company that provides cloud-native software to optimise the processing of financial transactions. Since 2012, we have established ourselves as a respected payments technology partner through our deep expertise and track record in delivering trusted enterprise-grade payments solutions. We’ve built a reputation in providing solutions for high-volume, low-value payment schemes and services that enable our clients to deliver to their customers at scale. We love that the projects we work on touch the lives of millions of South Africans daily, making a real difference.

We hire the best of the best and we offer great opportunities for personal growth and career progression.

As an Intermediate Product Support Engineer at Electrum, you will play a vital role in ensuring the smooth operation and optimal performance of our payment processing products and services. You will be responsible for resolving technical issues, collaborating with cross-functional teams, and contributing to the continuous improvement of our support processes. Your technical skills and dedication to client satisfaction will be essential to Electrum's success. This role offers an excellent opportunity to develop your skills within a dynamic and growing fintech environment.

• Provide first-line technical support to Electrum's clients via phone, email, and our ticketing system.
• Troubleshoot and resolve technical issues related to VAS and payment processing, escalating complex problems to senior engineers as needed.
• Proactive monitoring of systems health and resolution of alerts.
• Professional and positive engagement with business stakeholders and speedy resolution of 1st line application support queries.
• Effective and efficient collaboration with the Product Support team to drive speedy resolution of all escalated support queries.
• Proactively identify and raise repeat system issues and effectively collaborate with the Product Support team to drive permanent solutions.
• Effectively collaborate with 3rd party service providers and partners on all system issues and changes.
• Proactively and effectively share knowledge with Product Support team members.
• Proactively and effectively gather knowledge from the Product Support team.
• Create new and maintain existing SOP documentation.
• Contribute to and keep the knowledge base updated and relevant.
• Research and identify software bugs.
• Ask customers targeted questions to quickly understand the root cause of the issue.
• Escalate unresolved issues to appropriate internal teams (e.g., software developers).
• Refer to the internal knowledge base or external resources to provide accurate resolutions.
• Track and administer support issues through to resolution, within agreed time limits, and communicate expectations with clients.
• Prioritise and manage several open issues at one time.
• Prepare accurate and timely reports.
• Build and maintain strong relationships with our clients.

• Bachelor's degree in Information Technology or other relevant qualification
• 3 - 5 years of support experience/systems engineering experience
• 3 years’ experience in Software Development
• Strong Linux administration experience
• Excellent database knowledge and experience using MySQL (writing SQL scripts and/Perl, Python, Shell)
• Experience working with Java code
• Good networking skills: TCP/IP, Load Balancers, Firewall, VPN’S
• Customer Support experience
• Experience using AWS
• Payments and SAAS experience
• Experience administering a service desk.
• AWS experience.
• Experience working in an ITIL environment.
• Experience working with APIs.

A good work-life balance is very important at Electrum. To help you manage your own time and energy, Electrum offers benefits such as:

• Daily cooked lunches and a stocked kitchen for the mid-day nibbles
• Team socialising, getaways, and social outings

We have created a safe, transparent environment where we know mistakes happen, and that’s okay. We even have a 3 step approach to dealing with them:

1. Tell everyone about it
2. Fix the mistake
3. Tell everyone about it

You are responsible for your actions – both the successes and the failures.