Senior Customer Support Agent

Location: Paarl, South Africa, Hybrid (Mostly remote, with occasional in-office collaboration)
Company: TallOrder Solutions (Pty) Ltd
Employment Type: Full-time, including scheduled after-hours and weekend on-call rotations

About TallOrder Solutions: TallOrder Solutions is a leading fintech company specialising in cloud-based point-of-sale and business management solutions for the retail and hospitality industries. At TallOrder Point of Sale, we are transforming the way businesses manage their operations through innovative, cloud-based technology. As a dynamic and growing company, we offer an environment where your contribution has a direct impact on our customers and the continued success of our products.

Why Join TallOrder Point of Sale?

  • Growth and Learning Opportunities: Develop your technical and customer support expertise while working closely with our Support, QA, Development, Sales and Professional Services teams.
  • Meaningful Customer Impact: Take ownership of complex customer issues and play an important role in protecting customer relationships and maintaining service standards.
  • Technical Exposure: Gain hands-on experience with cloud-based POS technology across the retail and hospitality industries.
  • Responsibility and Ownership: Lead escalations, make priority decisions and help ensure issues are progressed through to resolution.
  • Supportive Culture: Join a collaborative team that values accountability, communication, continuous improvement and practical problem-solving.

About the Role:
We are looking for an experienced Senior Customer Support Agent to join our Customer Support team. This role is responsible for owning escalated support tickets during business hours and acting as the senior point of escalation after hours and on designated weekends, according to a rotating schedule shared with the QA team. The Senior Customer Support Agent will bridge the gap between Support, QA and Development by diagnosing complex issues, determining when further technical intervention is required and ensuring tickets are logged with clear reproduction steps, priorities and business impact. The successful candidate will also provide operational continuity by standing in for the Support Manager when required.

Key Responsibilities:

Escalated Customer Support:

  • Take ownership of escalated support tickets that cannot be resolved by the frontline support team.
  • Diagnose technical issues and resolve them directly wherever possible.
  • Act as the day-to-day escalation owner for the Support team.
  • Ensure escalated tickets are properly triaged, prioritised and progressed.
  • Keep customers and relevant internal stakeholders informed throughout the resolution process.

QA and Development Escalations:

  • Identify when an issue requires QA or Development intervention.
  • Log technical tickets with clear reproduction steps, supporting information, priority and business impact.
  • Track QA and Development tickets through to resolution.
  • Ensure resolved issues are communicated back to the customer and relevant internal teams.

Cross-Functional Collaboration:

  • Work closely with the Sales team on customer issues that could affect renewals, upselling opportunities or the overall customer relationship.
  • Collaborate with the Installations and Professional Services team on issues relating to new installations, onboarding and configuration.
  • Maintain clear communication between Support, QA, Development and other customer-facing teams.

After-Hours and Weekend Support:

  • Serve as the senior support contact after hours and on designated weekends.
  • Participate in the published after-hours and weekend rotation with members of the QA team.
  • Manage urgent escalations outside normal business hours.
  • Resolve issues where possible or engage the appropriate QA or Development resource when critical intervention is required.
  • Record all after-hours incidents and escalations for visibility and handover to the day team.

Support Manager Cover:

  • Act as the delegated point of contact for the Customer Support function when the Support Manager is unavailable or on leave.
  • Ensure continuity of support operations, priority decisions and escalation management during these periods.

Qualifications and Requirements:

Experience:

  • Proven experience in a senior, technical or escalation-focused customer support role.
  • Experience within a SaaS, point-of-sale, retail or hospitality technology environment would be advantageous.
  • Experience managing complex customer issues from escalation through to resolution.

Technical Skills:

  • Strong technical troubleshooting and problem-solving abilities.
  • Sound judgement when determining whether an issue requires QA or Development involvement.
  • Ability to document technical issues clearly, including reproduction steps, priority and customer impact.
  • A structured and organised approach to ticket logging, tracking and follow-through.

Communication and Leadership:

  • Clear and professional written and verbal communication skills.
  • Ability to communicate effectively with customers and cross-functional teams.
  • Confidence working independently and making priority decisions.
  • Ability to provide guidance and support to frontline support team members.
  • Strong sense of accountability and customer ownership.

Availability:

  • Willingness and ability to participate in a rotating after-hours and weekend on-call schedule.
  • Ability to remain calm and make sound decisions when managing urgent customer issues.

What We Offer

  • A competitive market-related salary.
  • An opportunity to be a key player in a growing technology company.
  • Exposure to innovative cloud-based POS and business management technology.
  • Opportunities for professional development and career growth.
  • A collaborative and dynamic working environment.
  • The opportunity to make a meaningful difference to our customers and internal support operations.

How to Apply
Send your CV and a brief cover letter to tami@cloudone.mobi, explaining why you’re the ideal candidate for this role.