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Ensure the smooth every day running of the support team, ensuring that SLAs are met and that quality targets are reached and maintained.

If you want to:

  • Ensure a high level of technical and product knowledge within the Support team members as evidenced through turnaround time of issues and ability of the team to resolve issues independently.
  • Prioritize team actions, monitor team resources to meet SLAs.
  • Handle all second level telephonic support queries and cases.
  • Communicate the Clients perception of value and quality to the business and identify the following:
  • Any defects in the software that result in issues for the clients.
  • Any improvements that could be made to the software itself – it's features or functionality – to bring it more in line with what the customer defines as quality or value.
  • Any improvements to the software’s inbuilt support functionality that could reduce customer frustration / the need to make a support call.
  • Ensure day to day desk management
  • Assist clients primarily with obtaining software codes, installations and registration.
  • Provide telephonic support to users experiencing problems using the software the community, or inquiring how to use specific features.
  • Make pro-active support calls to ensure that all clients are satisfied.
  • Assist in testing new software and enhancements and templates.
  • Partake in knowledge sharing, and the creation of regular Frequently Asked Questions presentations, and proactively inform team leaders and manager of product and client trends.

And you have:

  • At least 18 months working experience in a support role required.
  • Experience in customer support environment.
  • Completed or completing a B.Com degree / National Diploma (Minimum NQF Level 6). Excellent academic achievements within the specified qualification (Please note that academic transcripts will be requested).
  • Accounting taken as a major subject.


And these essential skills:

  • High computer literacy with an interest in IT.
  • Good understanding of software environment and processes.
  • Training will be provided on division’s software packages.
  • Good interpersonal skills and can build rapport with people.
  • Strong organisational skills.
  • The ability to tolerate stress.
  • The ability to show initiative.
  • Customer focused.
  • Ability to meet deadlines and handle pressure.
  • Excellent communication skills.
  • Knowledge of support policies and processes.
  • Proficient in MS Office.
  • Proficient in Software installation.
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