Remote Customer Support & B2B Helpdesk Specialist (South Africa)

BONC Network (www.boncnetwork.com) is a Business-on-Cloud (B2B) digital networking platform that empowers MSMEs, manufacturers, and corporate buyers to establish robust digital footprints, manage vendor catalogs, and handle structured RFQ/RFI/RFP procurement workflows.

We are seeking a proactive, tech-savvy Remote Customer Support Specialist to serve as the first point of contact for registered business users, buyer accounts, and vendor entities. In this role, you will assist platform users with onboarding, resolve technical and account-related tickets, guide business users through listing products and RFP features, and maintain a secure, high-trust environment.

• Customer & Helpdesk Support: Provide responsive Tier-1 and Tier-2 support via live chat, email, and phone to registered South African and international business accounts.

• B2B Procurement Workflow Assistance: Walk buyers and suppliers through setting up complete business profiles, listing product catalogs, uploading datasheets, and managing structured Requests for Quote (RFQ), Information (RFI), and Proposal (RFP).

• Business Verification & Security: Coordinate with verification teams to check incoming company documentation (e.g., CIPC registrations, domain checks) to maintain network trust and minimize ghost listings/spam.

• Profile Optimization Support: Guide sellers on leveraging platform tools (AI-assisted metadata, video showcases, and downloadable white papers) to improve search engine indexability and buyer discovery.

• Technical Issue Escalation: Log, reproduce, and escalate technical bugs or dashboard glitches to the core engineering team while maintaining proactive communication with end users.

• Compliance & Record Keeping: Maintain accurate logs of support tickets using CRM tools (e.g., Zendesk, Freshdesk, HubSpot) to help inform feature updates and UX improvements.

• Education: Bachelor’s degree or Diploma in Business Administration, Communications, Information Technology, or a related field (Matric Certificate mandatory).

• Experience: 1–3 years of customer support, B2B account management, or helpdesk experience (prior experience in SaaS, B2B marketplaces, or e-commerce platforms is highly advantageous).

• Language & Communication: Native or professional fluency in English with exceptional written and verbal communication skills; knowledge of additional South African languages (e.g., isiZulu, Afrikaans) is a plus.

• Technical Proficiency: Comfortable navigating web application dashboards, ticketing solutions (Zendesk, Freshdesk), Google Workspace/Slack, and basic SEO/catalog concepts.

• Problem Solving & Tact: Ability to guide non-technical business owners through step-by-step technical workflows with patience and professional phone/chat etiquette.

South Africa Remote Work Requirements

Candidates must meet the following home-office infrastructure criteria to qualify for this remote role:

• Uninterrupted Power Supply (Load Shedding Setup): Mandatory access to an uninterrupted power supply (UPS for router/fiber) or an inverter/solar setup to ensure continuous operation during grid power outages.

• High-Speed Fiber Internet: Dedicated, reliable uncapped fiber connection with a minimum speed of 25 Mbps download / 10 Mbps upload (LTE/mobile hotspots are not permitted as primary connections).

• Dedicated Home Office: A quiet, private workspace free from background noise suitable for voice calls and web meetings.

• Equipment: A modern laptop/desktop (Intel i5/AMD Ryzen 5 equivalent or higher, minimum 8GB RAM) running Windows 11 or macOS, along with a noise-canceling USB headset.

Perks & Benefits:

• Monthly remote work / internet connectivity allowance (ZAR 750 – ZAR 1,000/month).

• Performance-based quarterly bonuses.

• Paid annual leave according to the South African Basic Conditions of Employment Act (BCEA).

• Comprehensive onboarding training on B2B SaaS workflows and platform tools.