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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 (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.
  • 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.
    Good time management and priority handling.

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