Software Support Consultant

Job Specifics

Location

Sandton, Gauteng

Employment Type

Permanent | Full-time

Work Model

On-site

About the Role

CodeConnect Staffing is recruiting on behalf of a client in the software solutions industry for a Software Support Consultant to join their Customer Success team.

The successful candidate will be responsible for providing technical support to customers, troubleshooting software-related issues, managing support tickets and ensuring timely resolution of queries. This role requires a technically minded, customer-focused individual with strong problem-solving abilities and the ability to work effectively with internal development and product teams.

Key Responsibilities

• Provide professional and efficient technical support to customers, investigating and resolving software-related queries.
• Log, prioritise and manage support tickets, ensuring accurate documentation and timely follow-up.
• Troubleshoot software installation, configuration, upgrade and general functionality issues.
• Investigate recurring technical problems, conduct root cause analysis and recommend preventative solutions.
• Escalate complex or unresolved technical issues to second-level support or development teams.
• Conduct software version testing, identify bugs and document findings using appropriate tracking tools.
• Assist with testing bug fixes and new software features before customer release.
• Perform system health checks to identify and prevent potential issues.
• Collaborate with Development, QA and Product teams to improve software functionality and customer experience.
• Maintain accurate support documentation and contribute to continuous process improvements.
• Provide basic support relating to internal bookkeeping systems where required.

Requirements

Minimum Requirements

• Matric (essential).
• A tertiary qualification in Information Technology or a related field (advantageous).
• Minimum 3 years' experience in an IT support, software support or help desk environment.
• Proven experience troubleshooting software applications and resolving technical issues.
• Experience using support ticketing and incident management systems.
• Understanding of software installation, upgrades and configuration.
• Exposure to software version testing, bug reporting and issue tracking.
• Basic knowledge of networking and hardware troubleshooting.
• Excellent written and verbal communication skills.

Advantageous Skills and Experience

• Experience with Web Windi, Azure DevOps, TFS or similar support and issue-tracking platforms.
• Experience supporting legal practice management or accounting software.
• Understanding of bookkeeping systems and processes.
• Exposure to software quality assurance and release testing.

Key Competencies

• Strong analytical and technical problem-solving skills.
• Customer-focused with excellent interpersonal skills.
• Organised, detail-oriented and able to manage multiple support requests.
• Proactive in identifying issues and following through to resolution.
• Ability to work independently and collaborate with cross-functional teams.
• Strong time management skills and the ability to work under pressure.

To Apply

Interested candidates who meet the above requirements are invited to apply via the application link provided.

Please note

If you have not received feedback within two weeks of submitting your application, please consider your application unsuccessful.