Senior 3rd Line SaaS Customer Support Agent

Senior 3rd Line SaaS Customer Support Agent

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 their 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.

Requirements

• 3–5 years of experience in customer-facing technical software support roles (experience in the property sector and/or financial accounting is advantageous, but not essential)

• Experience in a SaaS environment is preferred

• Strong troubleshooting skills and technical understanding

• Familiarity with technologies such as Bootstrap, PHP frameworks (e.g., CodeIgniter), LAMP stack, JavaScript, CSS, and version control tools (e.g., Git) would be beneficial, though not required

• Excellent communication, interpersonal, and problem-solving skills

• Ability to multitask effectively in a fast-paced, collaborative environment

• A proactive and self-motivated attitude, with a high degree of professionalism and discretion

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: R40 000 - R50 000 per month (depending on number of years experience).
Starting date: As soon as possible.