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We have a need for a specialist to address technical issues submitted internally and externally, providing second line support related to CaseWare and other CaseWare Africa products, services and solutions. Join a young, dynamic, passionate team and provide clients with world class support services on a best of breed auditing software tool.

If you want to:

  • Make pro-active client success calls to ensure that all clients are satisfied.
  • Assist in testing new software and templates.
  • Partake in knowledge sharing, and the creation of regular Frequently Asked Questions presentations, and proactively inform team leaders and managers of product and client trends.
  • Provide beginning to end resolution to all reported issues, for all CaseWare, Cloud, other CaseWare Africa products, services and solutions.
  • Provide methodical technical guidance to customers, distribution partners, and colleagues as required.
  • Understand and deal with complex client environments, such as global profiles, terminal servers, firewalls and proxies.
  • Understand and resolve network related issues experienced by clients –where it impacts on how CaseWare and other CaseWare Africa applications function.
  • Manage a wide complex range of requests and incidents.
  • Ensure an efficient and qualitative case handling by following the defined support processes and tools.
  • Interact with Product and Development teams in reporting and documentation of Defects and Enhancement Requests.
  • Perform ongoing testing of issues and resolutions, in support of the Product and Development Teams, including load and performance testing.
  • Work directly with our Professional Services team, participate in the delivery of solutions and Projects. This may include needs analysis, documentation, script development, testing, and installation / implementation tasks of a technical nature.
  • Solve all Microsoft related issues that hinders either the installation or usage of CaseWare and CaseWare Africa products and services.

And you have:

  • A minimum of 18 months in a software support or a software technical support role.
  • This experience should have been gained within an accounting / financial or technical software support environment.
  • Post-Matric qualification.
  • Completed BCom Accounting / Information Technology degree. (Minimum NQF Level 6), with a minimum of 2nd year Accounting and Auditing as subjects.
  • Excellent academic achievements within the specified qualification (Please note that academic transcripts will be requested).
  • Support methodology training (ITIL, 6 Sigma).

 

And these essential skills:

  • Good understanding of auditing, financial environment and related processes.
  • Training will be provided on division’s software packages.
  • 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.
  • Working knowledge of networking in corporate and smaller environments.
  • Excellent troubleshooting and issue resolutions skills.
  • Experience with electronically licensed software.
  • Excellent communication skills – written and verbal (will need to document complex solutions).
  • Ability to multi-task and work with little or no supervision.
  • Ability to work under pressure.
  • Good time management and priority handling.
  • Good interpersonal skills and can build rapport with people.
  • High Stress tolerance.
  • The ability to show initiative.
  • Customer focus.
  • View full job spec below for more essential skills.
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Make your mark with us

Put your best foot forward on the journey to a new you at CaseWare Africa.