Software Support Consultant

Job Specifics

About the Role

CodeConnect Staffing is recruiting on behalf of a client in the software solutions industry for a Software Support Consultant to join their Customer Success team.

The successful candidate will be responsible for providing technical support to customers, troubleshooting software-related issues, managing support tickets and ensuring timely resolution of queries. This role requires a technically minded, customer-focused individual with strong problem-solving abilities and the ability to work effectively with internal development and product teams.

Key Responsibilities

• Provide professional and efficient technical support to customers, investigating and resolving software-related queries.
  
• Log, prioritise and manage support tickets, ensuring accurate documentation and timely follow-up.
  
• Troubleshoot software installation, configuration, upgrade and general functionality issues.
  
• Investigate recurring technical problems, conduct root cause analysis and recommend preventative solutions.
  
• Escalate complex or unresolved technical issues to second-level support or development teams.
  
• Conduct software version testing, identify bugs and document findings using appropriate tracking tools.
  
• Assist with testing bug fixes and new software features before customer release.
  
• Perform system health checks to identify and prevent potential issues.
  
• Collaborate with Development, QA and Product teams to improve software functionality and customer experience.
  
• Maintain accurate support documentation and contribute to continuous process improvements.
  
• Provide basic support relating to internal bookkeeping systems where required.
  

Requirements

Minimum Requirements

• Matric (essential).
  
• A tertiary qualification in Information Technology or a related field (advantageous).
  
• Minimum 3 years' experience in an IT support, software support or help desk environment.
  
• Proven experience troubleshooting software applications and resolving technical issues.
  
• Experience using support ticketing and incident management systems.
  
• Understanding of software installation, upgrades and configuration.
  
• Exposure to software version testing, bug reporting and issue tracking.
  
• Basic knowledge of networking and hardware troubleshooting.
  
• Excellent written and verbal communication skills.
  

Advantageous Skills and Experience

• Experience with Web Windi, Azure DevOps, TFS or similar support and issue-tracking platforms.
  
• Experience supporting legal practice management or accounting software.
  
• Understanding of bookkeeping systems and processes.
  
• Exposure to software quality assurance and release testing.
  

Key Competencies

• Strong analytical and technical problem-solving skills.
  
• Customer-focused with excellent interpersonal skills.
  
• Organised, detail-oriented and able to manage multiple support requests.
  
• Proactive in identifying issues and following through to resolution.
  
• Ability to work independently and collaborate with cross-functional teams.
  
• Strong time management skills and the ability to work under pressure.
  

Please note: If you have not received feedback within two weeks of submitting your application, please consider your application unsuccessful.