Technical and Champion Support Consultant

Make your mark with us

Put your best foot forward on the journey to a new you at Caseware Africa.

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 (Salesforce.com 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.

Follow us on:

Contact us: