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Technical and Champion Support Consultant

The purpose of the Technical & Champion Support Consultant role is to provide second and third-line technical software support to achieve client success and retention.

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;
  • Enable client success by directing client or product escalations to the correct channels to ensure end to end resolution;
  • Identify and cascade themes or trends relevant to our products and services to the correct channels; and
  • Establish 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; and
  • Identify and document observations and findings in formal reports for submission to relevant stakeholders.
  • Manage a wide complexity range of requests and incidents;
  • Interact with Product and Development teams in reporting and documentation of defects and enhancement requests; and
  • Participate in the delivery of solutions and projects such as needs analysis, documentation, script development, testing, and installation / implementation tasks of a technical nature.
  • Oversee complete resolutions on all reported cases for the relevant products; and
  • Partner with Product and development teams to assist with testing operations and releasing of relevant products.

And you have:

  • Post-Matric qualification. Completed BCom Accounting / Information Technology degree (Minimum NQF Level 6).
  • Excellent academic achievements within the specified qualification (Please note that academic transcripts will be requested).
  • A minimum of 18 months in a software support or a software technical support role.
  • Experience with CRM systems ( an advantage).
  • Support methodology training (ITIL, 6 Sigma) a plus;
  • Caseware Working Papers Experience.

And these essential skills:

  • Good understanding of auditing and financial environment and processes.
  • Highly computer literate with an interest in Software and IT.
  • Demonstrated skill and experience with VB and/or VB script, or similar.
  • Experience troubleshooting Client Server and Web Client applications.
  • Understanding of database platforms, data analysis and retrieval.
  • Basic understanding of load and performance testing.
  • Technical troubleshooting and problem-solving skills.
  • Communication skills (verbal and written).
  • Microsoft Office.

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