Get started here

Oversee a dynamic, passionate team of support consultants, while growing your operational and strategic planning skills.

If you want to:

  • 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.
  • Ensure that you understand and are dealing with complex client environments effectively.
  • Manage a wide complex range of requests and incidents.
  • Ensure efficient and qualitative case handling by following the defined support
    processes and tools.
  • Interact with Product, Development, Training, Consulting, Sales, Marketing and Admin teams in reporting analysing and improving the product and team outputs.
  • Oversee the performance of 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.
  • 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, including quarterly improvement opportunities.
  • 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.
  • Excellent academic achievements within the specified qualification (Please note academic transcripts will be requested).
  • Accounting taken as a major subject.
  • Support methodology training (ITIL, 6 Sigma).
  • A minimum of 2 years in a software support senior role.
  • A minimum of 18 months accounting software experience.
  • This experience should have been gained within an accounting / financial or technical software support environment.
  • Call center / Support center team leader experience.


And these essential skills:

  • Understand the levers that drive a successful, functional software support center.
  • 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 center 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.
  • 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.
Vector Smart Object (3).png (1)
Make your mark with us

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