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To lead the support team that provides support for CaseWare Working Papers, by providing operational direction, task delegation and the overall coaching and management of the team.

To provide exceptional service to our customers for all related products.

If you want to:

  • Build strong relationships and interact with Product, Development, Training, Consulting, Sales, Marketing, Admin teams in reporting analyzing and improving the product and team outputs
  • Drive proactive client success by any means possible, this could include client success campaigns, outbound client calls etc
    Provide beginning to end resolution to all reported issues, for all CaseWare, Cloud, other CaseWare Africa products, services and solutions
  • Provide methodical guidance to customers, distribution partners, and colleagues as required.
  • Understanding and dealing with complex client environments
  • Manage a wide complexity range of requests and incidents.
  • Ensure an efficient and qualitative case handling by following the defined support processes and tools.
  • Oversee the performance of ongoing testing of issues and resolutions, in support of the Product and Development Teams, including load and performance testing, participate in the delivery of solutions and Projects. This may include needs analysis, documentation, script development, testing, and installation / implementation tasks
  • Ensure the success of the support team, as evidenced by the achievement of team statistics and targets
  • Take full responsibility for the recruitment, performance management and career development of the support team
    Provide invaluable contributions to the overall strategy of the Support team, by coaching, counselling & disciplining of support consultants.
  • Ensure job expectations are communicated clearly, plan, monitor, appraise job contributions. Plan and review compensation actions.
  • Enforce policies and procedures.
  • Organise and facilitate support team meetings to promote knowledge transfer and team communication
  • Be willing and fully proficient in answering and handling support calls in addition to the team

And you have:

  • Post-Matric qualification
  • Completed BCom Accounting degree
  • Excellent academic achievements within the specified qualification (Please note that academic transcripts will be requested)
  • Accounting taken as a major subject
  • Support methodology training (ITIL, 6 Sigma)
  • A minimum of 2 years in a call centre team leader role
  • A minimum of 18 months accounting software experience

And these essential skills:

  • Understand the levers that drive a successful, functional software support center
  • Highly analytical: must be able to quickly identify root causes of problems and initiate action
  • Excellent troubleshooting and issue resolutions skills
  • Experience with electronically licensed software.
  • Able to facilitate successful client initiatives that focus on changing behaviour, including but not limited to client visits
  • Excellent knowledge of best practice software support centre management
  • Industry experience (financial / accounting software support) is highly advantageous
  • Proven ability to take responsibility for general support calls and escalated and complex support cases, as well as evidence of outstanding stakeholder management
  • Proven ability to conduct in-depth data and trend analysis within a software support environment, as well as execute corrective measures based on the analyses
  • Excellent business report-writing skills
  • Exceptionally well-organized, with great attention to detail
  • Process-driven and the ability to keep team aligned to targets and set goals whilst understanding the greater business goals
  • Have a solid affinity for technology and systems, as well as process design and optimisation
  • Proven ability to manage a support team successfully; by recruiting, developing, coaching and retaining A-players independently
  • Self-confidence and the capability to have difficult conversations with staff and colleagues independent of senior management
  • Excellent troubleshooting and issue resolutions skills
  • Excellent communication skills – written and verbal
  • Ability to multi-task and work with little or no supervision
  • Ability to work under pressure
  • Good time management and priority handling
  • Highly computer literate, with a keen interest in software
  • Excellent troubleshooting and issue resolutions skills
  • Experience with electronically licensed software
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Make your mark with us

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