Senior Customer Support Agent

Our client a UK based company in the property sector with an office in Stellenbosch is looking for a Senior Customer Support Agent to join their remote team in South Africa. You will play a key role in supporting our Blocks Online software solution, handling customer queries, resolving technical issues, and continuously improving our systems workflow to deliver successful outcomes. This is a pivotal role, and as you contribute to our success, you will also have the opportunity to grow and share in that success. Key Responsibilities: Provide 1st, 2nd, and 3rd line technical support for Blocks Online customers, ensuring issues related to our software (including financial and accounting elements) are resolved in a timely manner. Lead or participate in the onboarding of new customers, including software setup, implementation, and training. Test and deploy SaaS solutions while managing technical scopes and client expectations. Develop Statements of Work (SOWs) to ensure successful solution deployments. Work closely with the management team to create best practice technical support processes and workflows aligned with business objectives. Keep up-to-date with technology trends and industry best practices. To be considered for this role, you must have the following experience: 3-5 years of customer-facing experience in technical support roles. 3-5 years of experience providing support for financial accounting software , ideally in the property management sector. Familiarity with SaaS environments is highly advantageous. Strong technical troubleshooting skills with the ability to interpret and resolve issues, particularly in relation to financial software. Exceptional communication skills, including the ability to clearly explain technical issues to non-technical users. A self-starter with a passion for working in a fast-paced, agile environment. Previous experience in the IT industry, including standards, solutions modeling, and systems behavior, would be beneficial. Experience with the following is non-negotiable : Proven expertise in financial accounting software (preferably in property management). 3rd line technical support experience with the ability to manage and resolve complex technical issues. Solid experience with customer-facing roles in technical support. Additional Skills: Experience with web technologies : Bootstrap, PHP frameworks like Code Igniter, LAMP (Linux, Apache, MySQL, PHP), JavaScript, CSS, Git/Subversion. Salary & Benefits: 15 days annual leave (plus public holidays) Fully remote position with the flexibility to work from home. Permanent contract with growth opportunities as the company expands. Working Hours: South African Summertime: 10:00 18:30 (Monday to Friday) South African Wintertime: 11:00 19:30 (Monday to Friday) Technical Requirements for Remote Work: A minimum fibre internet connection of 50Mbps. A backup power supply with at least 4 hours of standby time. Area: Remote but the successful candidate might need to go into their Stellenbosch office from time to time therefore you need to based in the Western Cape. Salary offered: R45 000 000 R50 000 per month. (depending on number of years experience) Starting date: As soon as possible. Please apply online for this position if you meet the above-mentioned requirements. Please assume that your application was unsuccessful if you do not receive any feedback within 4 weeks.

Location: Cape Town Region, ZA

Posted Date: 3/25/2025