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Senior Caseware Working Papers Support Consultant

The purpose of the senior Support Consultant role is to ensure the smooth running of the support team, ensuring that SLAs are met and that quality targets are reached and maintained. The Senior Support Consultant will provide a point for escalation between the Support Team and the Technical Team to assist in maintaining Quality Assurance, Control and Support processes.

If you want to:

  • Deliver support across various channels on all licensed clients to successfully ensure resolutions to all cases.
  • Manage cases in accordance with Service Level agreement process, and procedures.
  • Prioritize and monitor team actions and cases, to ensure that the team meet SLAs.
  • Handle technical cases from the team before escalating to the technical team.
  • Establish, communicate and achieve targets to spur performance and to measure effectiveness
  • Enable client satisfaction by making pro-active support calls.
  • Develop knowledge resources to enable knowledge sharing with the team and clients.
  • Achieve active engagement/participation during all knowledge sharing sessions.
  • Identify and document observations and findings in formal reports for submission to relevant stakeholders.
  • Identify the lack in product knowledge trends within the team and implement ways to bridge the knowledge gap though training.
  • Run the training plan of consultants that are transitioning into the CWWP team.
  • Ensure an elevated level of technical and product knowledge within the Support team members as evidenced through turnaround time of issues and ability of the team to resolve issues independently.
  • Partake in knowledge sharing, and work with the team on the creation of regular Frequently Asked Questions presentations, and proactively inform team leaders and manager of product and client trends.
  • Oversee complete resolutions on all reported cases for the relevant products.
  • Partner with the technical team to assist with testing new software, enhancements, and templates.
  • Assess customization queries before they are logged with consulting team (handle first line customization)
  • Make pro-active calls to clients that provided negative feedback relating to the software to ensure that they are satisfied.
  • Make daily pro-active calls to clients that log multiple cases to determine if there is a training, consulting, or broad support need.
  • Handle all cases escalated from sales/product teams for improved client satisfaction.
  • Assist with the pro-active support of clients in the African region.

And you have:

  • Post-Matric qualification. Completed or completing a BCom degree / National Diploma (Minimum NQF Level 6).
  • Product specific knowledge (Caseware Working Papers with all the relevant templates, Caseware Cloud)
  • Excellent academic achievements within the specified qualification (Please note that academic transcripts will be requested)
  • Accounting taken as a major subject.
  • A minimum of 18 months in a software support or a software technical support role
  • Experience with CRM systems ( an advantage)
  • Good computer literacy and the ability to use Microsoft Office
  • Good telephone, presentation skills, communication skills

And these essential skills:

  • Good understanding of auditing and financial environment and processes
  • Highly computer literate with an interest in Software and IT
  • Technical troubleshooting and problem-solving skills.
    Communication skills (verbal and written)
  • Excellent Customer Service experience
  • Focused on the Day-to-Day outcome for the team.
  • Excellent Technical skills and knowledge
  • Excellent Design mode usage skills
    Microsoft Office.
  • Focused, customer and results oriented, driven by excellence.
  • Effective communicator at all levels.
  • Ability to work in a fast-paced, high pressured and collaborative environment.
  • Ability to effectively manage time, prioritize tasks and learning as well as work within deadlines with little supervision.
  • Good interpersonal and ability to collaborate with others.
  • Demonstrate ability to show initiative.
  • Great attention to detail.
  • Time management and priority handling.
  • Knowledge of support policies and processes.

Caseware and the Caseware logo, are registered trademarks of Caseware International Inc. and are licensed for use to Caseware Africa and Adapt IT. © 2023. All rights reserved.

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