Description:
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 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.
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.
Requirements:
- 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.
- 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.
- 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.
- Experience with web technologies : Bootstrap, PHP frameworks like Code Igniter, LAMP (Linux, Apache, MySQL, PHP), JavaScript, CSS, Git/Subversion.
- 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)
- South African Summertime: 10:00 – 18:30 (Monday to Friday)
- South African Wintertime: 11:00 – 19:30 (Monday to Friday)
- A minimum fibre internet connection of 50Mbps.
- A backup power supply with at least 4 hours of standby time.