Software Support Consultant

Job Specifics

Are you a customer-focused professional with a passion for IT support and a flair for resolving technical challenges? We are seeking a dynamic Software Support Consultant to join our client and provide exceptional service to clients in the legal and bookkeeping sectors.

• Location: Sandton, Johannesburg, South Africa
• On-site for first 3 months, thereafter hybrid (3 days office, 2 days WFH)
• Full-time, Permanent 
  

About the Client: 

This organization specializes in delivering innovative software solutions designed to streamline business operations within professional industries. With a focus on simplifying complex workflows, they provide tools that empower businesses to manage their financial, operational, and client-facing processes efficiently.

Key Responsibilities

• Respond to and resolve customer queries related to supported software solutions.
• Log and troubleshoot support cases, particularly those relating to bookkeeping systems.
• Investigate and address bookkeeping concerns within supported software.
• Contribute to initiatives aimed at reducing call volumes.
• Conduct testing of software versions and updates.

Skills and Competencies

Technical and Knowledge Requirements:

• Proven experience supporting software packages, preferably in IT support or a call centre.
• Basic understanding of troubleshooting and problem-resolution methodologies.
• Exposure to network environments to identify server and PC-related issues.
• Knowledge of bookkeeping processes within a legal practice is advantageous.

Soft Skills and Attributes:

• Excellent written and verbal communication skills.
• Analytical and technology-driven with strong multitasking abilities.
• Friendly, proactive, and self-motivated with a focus on customer satisfaction.
• Effective self-management and time management skills.

Qualifications and Experience

• Education: Matric (essential); tertiary qualification in IT is desirable.
• Experience:
  • Minimum 3 years in IT support, ideally with exposure to bookkeeping.
  • Familiarity with legal business processes and software such as Winlaw or Practice Manager Accounts.

Place of work