{"id":3966133,"url":"https://alion.io/job/network-finance-software-support-consultant","title":"Software Support Consultant","company":{"id":3827505,"name":"Network Finance","domain":"networkfinanceinternational.com","url":"https://alion.io/company/network-finance","size_band":"5000+","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":{"grade":"C","score":58,"open_postings":587,"ghost_share":0.591,"stale_share":0,"repost_share":0.756,"time_to_fill_p50_days":7,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Johannesburg, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false}],"status":"live","first_seen_at":"2026-11-09T13:13:19Z","employer_posted_date":null,"last_verified_at":"2026-11-09T13:13:19Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"Key Responsibilities\nCustomer Support & Client CommunicationRespond to customer queries and technical support requests in a professional and timely manner.\nCommunicate effectively with customers to understand reported issues and provide regular progress updates.\nDeliver exceptional customer service through solution-oriented engagement.\nManage customer expectations by providing accurate timelines and status updates.\nEscalate unresolved issues in accordance with established support procedures.\nConduct Root Cause Analysis (RCA) investigations and communicate findings clearly to stakeholders.\nIncident Management & DocumentationLog and manage support tickets accurately within designated support management systems.\nEnsure support cases, bugs, and incidents are properly documented and tracked.\nMaintain detailed records of customer interactions, troubleshooting activities, and resolutions.\nPrioritize and classify support requests based on severity, risk, and business impact.\nMonitor and manage case progression through to successful resolution.\nTechnical Investigation & TroubleshootingInvestigate and resolve software, configuration, installation, and upgrade-related issues.\nDiagnose technical problems and identify root causes through systematic analysis.\nEscalate complex issues to development or specialist support teams when necessary.\nPerform system health checks and proactive monitoring activities.\nIdentify recurring issues and recommend improvements to reduce repeat support incidents.\nTesting & Quality AssuranceParticipate in software version testing and validation activities.\nVerify bug fixes prior to release and customer deployment.\nDocument software defects with sufficient detail to support development teams.\nProvide feedback to product, development, and QA teams regarding product performance and usability.\nContribute to improving software quality through structured testing and reporting.\nContinuous ImprovementCollaborate with Product, Development, and Quality Assurance teams to improve customer outcomes.\nContribute to internal and customer-facing knowledge bases and documentation.\nIdentify opportunities to improve support processes, tools, and workflows.\nParticipate in team meetings, training sessions, and product knowledge updates.\nSupport initiatives aimed at reducing support volumes through improved product understanding and issue prevention.\nMinimum Requirements\nQualificationsMatric / Grade 12 (Essential)\nRelevant tertiary qualification in:Information Technology\nComputer Science\nInformation Systems\nTechnical Support\nRelated field (Advantageous)\n\nExperience Required\nMinimum of 3 years' experience in:Software Support\nIT Help Desk Support\nTechnical Support\nApplication Support\nCustomer Support within a software environment\n\nExperience working with support ticketing and incident management systems.\nExposure to software testing and version validation processes.\nExperience troubleshooting desktop, web-based, or SaaS applications.\nTechnical Skills\nEssentialSoftware troubleshooting and support.\nIncident and ticket management systems.\nSoftware installation, configuration, and upgrade support.\nBug tracking and issue documentation.\nBasic networking and technical support concepts.\nRoot Cause Analysis (RCA) methodologies.\nTesting and validation of software releases.\nAdvantageousExperience working with bookkeeping, financial, or business management software.\nExposure to software quality assurance practices.\nFamiliarity with software development lifecycle concepts.\nKey Competencies\nStrong analytical and troubleshooting abilities.\nExcellent verbal and written communication skills.\nExceptional customer service orientation.\nStrong attention to detail and documentation accuracy.\nProactive approach to problem-solving.\nAbility to manage multiple priorities in a fast-paced environment.\nStrong organizational and time-management skills.\nAbility to work both independently and within a collaborative team.\nProfessional, resilient, and calm under pressure.\nApply now!\n\nFor more IT jobs, please visit www.networkrecruitmentinternational.com/\n\nI also specialise in recruiting in the following:\n\nSoftware Development\nData Engineer\nData Analyst\nInfrastructure\nArchitecture\n... and more!\n\nIf 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.\n\nFor more information contact: \nSfundo Shoba\nRecruitment Consultant \nhttps://www.linkedin.com/in/sfundo-shoba-500ab4202/","description_format":"text","description_chars":4536,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-11-09T14:02:00Z"}],"visa":[],"liveness":{"score":52,"band":"ok","label":"Likely open","p_open":1,"p_active":0.516,"p_room":1,"age_days":0,"expected_fill_days":7,"reasons":["seen:0","agency","win:early","comp:brand"],"computed_at":"2026-11-10T00:10:01Z"},"pay":null,"html_url":"https://alion.io/job/network-finance-software-support-consultant","json_url":"https://alion.io/job/network-finance-software-support-consultant.json","meta":{"generated_at":"2026-11-10T00:10:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":323,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3827505},"rest":"https://alion.io/mcp/rest/get_company?id=3827505"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnetwork-finance-software-support-consultant"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnetwork-finance-software-support-consultant"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnetwork-finance-software-support-consultant"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/network-finance-software-support-consultant\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnetwork-finance-software-support-consultant"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3966133}},{"tool":"search_jobs","arguments":{"company":"networkfinanceinternational.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3966133},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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