Senior 3rd Line Saas Customer Support Agent

2 days ago

Stellenbosch, South Africa Urang Full time

**Senior 3rd Line SaaS Customer Support Agent**

**Location**:Remote (Cape Town, South Africa)
**Working Hours**: UK Business Hours | Monday - Friday
**Salary**: R40,000 - R50,000 per month (Depending on Experience)

We’re looking for a Senior 3rd Line SaaS Customer Support Agent to join our dynamic team. This fully remote position is suited to a Cape Town-based professional who is comfortable working UK business hours.

In this senior role, you'll resolve complex technical issues, collaborate with cross-functional teams, and support the continuous improvement of our service offering.

**Key Responsibilities**:

- Manage and resolve escalated 3rd line support tickets
- Perform in-depth technical troubleshooting and root cause analysis
- Liaise with internal development and QA teams to resolve issues
- Assist in the creation of support documentation and mentoring of junior team members

**Requirements**:

- 3-5 years’ experience in customer-facing technical software support
- Experience in a SaaS environment is highly advantageous
- Familiarity with:

- LAMP stack (Linux, Apache, MySQL, PHP)
- PHP frameworks (e.g. CodeIgniter), JavaScript, CSS
- Version control (e.g. Git)
- Knowledge of the property sector and/or financial accounting systems is a plus
- Strong problem-solving and communication skills
- Proactive and self-motivated, with a high degree of professionalism

This position is aligned with the company's Employment Equity objectives and transformation commitments. In accordance with the Employment Equity Act, preference will be given to suitably qualified South African citizens from designated groups.

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