Overview Potentiam is a fast-growing global offshore solutions provider connecting top talent with leading UK and European businesses. With offices across South Africa, Romania, India, and Brazil, we offer international exposure, real career progression, and the opportunity to work with high-performing global teams. We combine global opportunity with local support - giving you the chance to grow, make an impact, and build a long-term career in a business that’s scaling fast. Global clients. Clear progression. Real opportunity. About Our Client Our client is a leading provider of Regtech cloud solutions to Investment firms. Built on 20 years of continuous innovation, their unique SAAS platform provides clients with the reporting tools they need to ensure regulatory compliance. They are expanding globally with the vision to become the #1 partner for investment and trading compliance across the UK, EMEA and North America. Purpose of Role Our client is seeking a Level One Application Support Specialist to join their dynamic team. As the first point of contact for their clients, you will provide technical assistance and support for their SaaS products, addressing inquiries, troubleshooting issues, and ensuring a seamless user experience. This role requires excellent communication skills, strong problem-solving abilities, and a passion for delivering outstanding customer service. Duties & Responsibilities Serve as the initial point of contact for client inquiries and technical support requests via phone, email, and ticketing system. Provide timely and professional assistance to clients experiencing technical issues or seeking product guidance. Troubleshoot and diagnose software problems, escalating complex issues to Level Two support when necessary. Guide clients through product functionality and features, offering clear explanations and instructions. Lead training sessions, upon request, with existing clients on the different Products they are subscribed to. Document client interactions, issues, and resolutions in the helpdesk ticketing system. Collaborate with internal teams, including Development, Customer Success, and Onboarding to identify and resolve software bugs and issues. Assist in the creation and maintenance of support documentation, including FAQs and troubleshooting guides. Continuously seek opportunities to enhance the customer support experience and Skills & Abilities Bachelor’s degree in Information Technology, Computer Science, or related field preferred. 3-5 Years experience in a similar role. Previous experience in a technical support or customer service role, preferably in a SaaS environment. Strong understanding of software applications and troubleshooting methodologies. Proficiency in using helpdesk ticketing systems and remote support tools. Excellent communication skills, both written and verbal, with the ability to convey technical concepts clearly and concisely. Exceptional problem-solving abilities and a proactive approach to issue resolution. Ability to work collaboratively in a fast-paced environment and prioritise multiple tasks effectively. Familiarity with financial industry regulations and compliance requirements is a plus. Location and Hours Cape Town CBD, in-office - 07:00-16:00 BST Data Privacy Notice The personal information you provide during the application and recruitment process will be used solely for recruitment purposes, in accordance with our data protection policies. For any questions regarding data processing related to HR activities, please contact Chantal Endemann at All data shared with third parties complies with applicable confidentiality and retention requirements. #J-18808-Ljbffr