Product Support Specialist
Analyst
Cape Town – Western Cape – South Africa
Job Title: Product Support Specialist
Salary: R35k – R45k CTC
Area: Durbanville, Cape Town
Type: Hybrid
Join a leading provider of export management software that helps South African exporters move goods seamlessly across borders. Our client’s platform is trusted by businesses nationwide to simplify compliance, streamline processes, and keep trade running smoothly. They’re growing fast and need a dedicated Product Specialist to strengthen their support team.
This role is perfect for someone who loves solving problems, supporting users, and improving how systems are used day-to-day. You’ll be the first point of contact for clients, ensuring they get the most out of the software while also working closely with developers, QA, and product teams to make continuous improvements.
Responsibilities
- Provide first-line support to exporter clients, troubleshooting issues via email, phone, chat, or on-site visits
- Manage helpdesk tickets and ensure timely resolutions, escalating complex issues where needed
- Deliver training to new and existing users, supporting onboarding and refresher sessions (including occasional travel)
- Keep user guides, SOPs, and knowledge bases up to date
- Test and provide feedback on new releases, helping shape software improvements
- Support compliance and audit requirements by maintaining accurate processes and documentation
- Assist with installations, upgrades, and software deployments
Requirements
- 3+ years’ experience in software or application support (logistics/export systems highly beneficial)
- Diploma or certificate in IT, Logistics, Supply Chain, or a related field
- Experience with helpdesk/ticketing platforms such as Jira or Freshdesk
- Strong communication, problem-solving, and time-management skills
- Ability to manage multiple tasks in a fast-paced environment
- Basic SQL knowledge would be an advantage
- Familiarity with export or compliance processes is a plus (training provided)
- Willingness to travel when needed for client training
Why Join?
At this company, you’ll be part of a collaborative team that values initiative, innovation, and customer service. You’ll gain exposure to both technology and international trade, making this an excellent opportunity to grow your career in a specialist niche.
If you’re ready to step into a role where your support and problem-solving skills directly help businesses succeed in export, we’d love to hear from you. Apply today.