Software Support Consultant

Key Responsibilities

Customer Support & Client Communication

• Respond to customer queries and technical support requests in a professional and timely manner.
• Communicate effectively with customers to understand reported issues and provide regular progress updates.
• Deliver exceptional customer service through solution-oriented engagement.
• Manage customer expectations by providing accurate timelines and status updates.
• Escalate unresolved issues in accordance with established support procedures.
• Conduct Root Cause Analysis (RCA) investigations and communicate findings clearly to stakeholders.

Incident Management & Documentation

• Log and manage support tickets accurately within designated support management systems.
• Ensure support cases, bugs, and incidents are properly documented and tracked.
• Maintain detailed records of customer interactions, troubleshooting activities, and resolutions.
• Prioritize and classify support requests based on severity, risk, and business impact.
• Monitor and manage case progression through to successful resolution.

Technical Investigation & Troubleshooting

• Investigate and resolve software, configuration, installation, and upgrade-related issues.
• Diagnose technical problems and identify root causes through systematic analysis.
• Escalate complex issues to development or specialist support teams when necessary.
• Perform system health checks and proactive monitoring activities.
• Identify recurring issues and recommend improvements to reduce repeat support incidents.

Testing & Quality Assurance

• Participate in software version testing and validation activities.
• Verify bug fixes prior to release and customer deployment.
• Document software defects with sufficient detail to support development teams.
• Provide feedback to product, development, and QA teams regarding product performance and usability.
• Contribute to improving software quality through structured testing and reporting.

Continuous Improvement

• Collaborate with Product, Development, and Quality Assurance teams to improve customer outcomes.
• Contribute to internal and customer-facing knowledge bases and documentation.
• Identify opportunities to improve support processes, tools, and workflows.
• Participate in team meetings, training sessions, and product knowledge updates.
• Support initiatives aimed at reducing support volumes through improved product understanding and issue prevention.

Minimum Requirements

Qualifications

• Matric / Grade 12 (Essential)
• Relevant tertiary qualification in:
  • Information Technology
  • Computer Science
  • Information Systems
  • Technical Support
  • Related field (Advantageous)

Experience Required

• Minimum of 3 years' experience in:
  • Software Support
  • IT Help Desk Support
  • Technical Support
  • Application Support
  • Customer Support within a software environment
• Experience working with support ticketing and incident management systems.
• Exposure to software testing and version validation processes.
• Experience troubleshooting desktop, web-based, or SaaS applications.

Technical Skills

Essential

• Software troubleshooting and support.
• Incident and ticket management systems.
• Software installation, configuration, and upgrade support.
• Bug tracking and issue documentation.
• Basic networking and technical support concepts.
• Root Cause Analysis (RCA) methodologies.
• Testing and validation of software releases.

Advantageous

• Experience working with bookkeeping, financial, or business management software.
• Exposure to software quality assurance practices.
• Familiarity with software development lifecycle concepts.

Key Competencies

• Strong analytical and troubleshooting abilities.
• Excellent verbal and written communication skills.
• Exceptional customer service orientation.
• Strong attention to detail and documentation accuracy.
• Proactive approach to problem-solving.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and time-management skills.
• Ability to work both independently and within a collaborative team.
• Professional, resilient, and calm under pressure.

Apply now!

For more IT jobs, please visit www.networkrecruitmentinternational.com/

I also specialise in recruiting in the following:

Software Development
Data Engineer
Data Analyst
Infrastructure
Architecture
... and more!

If you have not had any response in two weeks, please consider the vacancy application unsuccessful. Your profile will be kept on our database for any other suitable roles / positions.

For more information contact:
Sfundo Shoba
Recruitment Consultant 
https://www.linkedin.com/in/sfundo-shoba-500ab4202/