Senior Customer Support Agent

3 weeks ago

Stellenbosch, South Africa Urang Full time

**Job title**:
**Senior Customer Support Agent (Remote - South Africa)**

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

**About Blocks Online**

Blocks Online is a UK based IT company that provides a comprehensive and fully integrated suite of web-based software - “Software as a Service” (SaaS) to Property Management companies and Managing Agents.

The company is growing its market share and expanding the breadth of services that it is offering. It is because of this growth that the business is now recruiting additional staff.

We look to attract and retain diverse, engaged, passionate and pragmatic people who thrive on solving challenges, achieving success and having fun while doing so

**The Role**

Blocks Online is looking for a Senior Customer Support Agent who will have a key position in the business in supporting the Blocks Online software solution, dealing with customers and internal stakeholders and using technical knowledge coupled with practical business experience to help support the company’s growth plans.

You will be equally comfortable dealing with support queries from customers to resolve technical problems with our software as well as understanding and helping to enhance our system’s workflow and processes to deliver successful outcomes for our customers.

You will have the satisfaction of being a key contributor to an aspect of Blocks Online Limited that is essential for its success. And as you take on more responsibility and help the company grow, you will share in the success.

**What Will You Be Doing?**
- Taking a key role in providing technical support for Blocks Online customers dealing with 1st line 2nd line and 3rd line support.
- This role requires the ability to understand, interpret and troubleshoot technical issues/requests and to be able to communicate ways to fix these issues in a clear and concise manner. Many of these issues/requests will relate to the financial and accounting elements of the software.
- Participate in/or lead on-boarding of new customers, including software set-up, implementation and training.
- Participate in/or lead the testing and deployment of SaaS solutions.
- Managing technical scopes and client expectations developing Statements of Work (SOWs) that are appropriate to support successful solution deployments.
- Closely working with the company’s management team to develop best practice technical support processes and workflows aligned with the Blocks Online business strategy.
- Staying abreast of technology trends and industry best practices to hone and maintain your talent.

**Who Are You?**
- At least 3 - 5 years of experience working in customer facing roles in support.
- At least 3 - 5 years' experience of financial accounting software - in particular dealing with property accounting would be advantageous.
- Experience of supporting a SaaS environment would be advantageous.
- Experience in IT Industry standards, services, design, solutions modelling and systems behaviour would be advantageous but not essential.
- Experience and capability in the following web development technologies: Bootstrap; Code Igniter or similar PHP framework; LAMP (Linux, Apache, mySQL, PHP); JavaScript, CSS; Subversion or Git would be advantageous but not essential.
- Ability to identify and help mitigate risks and issues.
- Excellent technical troubleshooting skills.
- Excellent level of English and communication skills/phone manner.
- Strong interpersonal, written communication and presentation skills.
- Ability to work under pressure and deal with multiple tasks at the same time.
- Ability to maintain the highest standards of confidentiality, trust and discretion.
- Must be a self-starter, confident, enthusiastic and able to work well with others in a fast-paced agile environment with an emphasis on collaborating and assisting the team to meet business objectives.

**Salary & Benefits**
- **Salary: R45,000 - R50,000 per month (DOE)**:

- **15 days annual leave** (plus public holidays)
- **Fully remote position**:

- **Permanent contract**

**Working Hours (To support UK business hours)**
- **South African Summertime**: 10:00 - 18:30 (Monday to Friday)
- **South African Wintertime**: 11:00 - 19:30 (Monday to Friday)

**Additional information**:

- A **minimum fibre internet connection of 50Mbps**:

- A **backup power supply** with **at least 4 hours of standby time

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