Senior Customer Support Agent - (3rd line technical support)

Urang; Stellenbosch; Remote; ZAR 50 000 - 200 000; Full time

Job summary

An innovative company is seeking a Senior Customer Support Agent to join their remote team in South Africa. In this pivotal role, you will provide 3rd line technical support for a cutting-edge software solution, ensuring customer satisfaction and resolving complex technical issues. You will also lead customer onboarding and contribute to best practices in technical support processes. If you thrive in dynamic environments and are passionate about helping others succeed, this is the perfect opportunity for you. Join a team that values creativity, collaboration, and growth!

Benefits

15 days annual leave

Fully remote position

Permanent contract

Growth opportunities

Qualifications

• 3-5 years of customer-facing experience in technical support roles.
• Proven expertise in financial accounting software, preferably in property management.
• Strong technical troubleshooting skills.

Responsibilities

• Provide 1st, 2nd, and 3rd line technical support for Blocks Online customers.
• Lead onboarding of new customers, including software setup and training.
• Develop Statements of Work (SOWs) for successful solution deployments.

Skills

Technical Support

Financial Accounting Software

Customer Service

Troubleshooting

Communication Skills

Agile Environment

Tools

Bootstrap

PHP Frameworks (Code Igniter)

LAMP (Linux, Apache, MySQL, PHP)

JavaScript

CSS

Git/Subversion

Job description

Job Title:
Senior Customer Support Agent (3rd line technical support) (Remote - South Africa)

Location:
100% remote (Western Cape, South Africa)

About Blocks Online:

Blocks Online is a UK-based IT company providing a comprehensive suite of web-based software - "Software as a Service" (SaaS) for Property Management companies and Managing Agents. Our expanding market share and service offerings are driving the growth of our team, and we are looking to recruit an additional Senior Customer Support Agent to help support this exciting journey!

We pride ourselves on attracting and retaining diverse, passionate, and pragmatic people who are enthusiastic about solving challenges, achieving success, and having fun while doing so. If you’re someone who thrives in dynamic environments and is committed to making a difference, we want to hear from you!

The Role:

We are looking for a Senior Customer Support Agent to join our 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 system’s 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.

Who Are You?

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:

• Salary: R45,000 – R50,000 per month (depending on experience)
• 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.

Virtual Skills-Based Trial Day:

Shortlisted candidates will be required to attend a virtual, skills-based trial day as part of the selection process. This is to assess your technical abilities and problem-solving approach in real-time scenarios.

If you meet the above requirements, we invite you to apply today!

Please note, applications form outside of the Western Cape and without the specified experience in financial accounting software and 3rd line technical support will not be considered.