Software Support Consultant

Network Finance; Randburg; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Network Finance is seeking a Software Support Consultant to resolve customer issues, investigate technical problems, and support software releases. You will work closely with Development, QA, Product, and Customer Success teams to deliver a professional and efficient support experience.

Ideal candidates have strong analytical and troubleshooting skills, 3+ years IT support experience, and solid knowledge of ticketing systems.

Qualifications

• Minimum 3 years' experience in IT Support, Help Desk, or Software Support environment.
• Experience working with support ticketing and incident management platforms
• Exposure to software testing and software release processes advantageous
• Strong analytical and troubleshooting skills
• Excellent written and verbal communication abilities
• Strong customer service orientation

Responsibilities

• Respond to and resolve customer support queries in a professional and timely manner
• Investigate and troubleshoot software, installation, configuration, and upgrade-related issues
• Provide customers with regular updates and manage expectations throughout the support process
• Log, track, classify, and manage support incidents through to resolution
• Perform software version testing and assist with quality assurance activities
• Escalate unresolved issues to Development or second-line support teams when required
• Conduct system health checks and assist in identifying recurring issues
• Deliver Root Cause Analysis (RCA) for resolved incidents
• Contribute to knowledge bases, troubleshooting documentation, and process improvements
• Collaborate with Product, Development, and QA teams to improve service delivery and product quality

Skills

Software troubleshooting

Ticketing systems

Issue resolution

Customer communication

Education

Matric

IT qualification advantageous

Job description

Join a fast-paced software environment where customer experience and product excellence are at the heart of everything we do. As a Software Support Consultant, you will be responsible for resolving customer issues, investigating technical problems, supporting software releases, and ensuring clients receive a professional and efficient support experience. This role offers the opportunity to work closely with Development, QA, Product, and Customer Success teams while developing strong technical troubleshooting skills and product knowledge. If you enjoy solving problems, identifying trends, and helping customers get maximum value from software solutions, this is an excellent opportunity to grow your career.

Key Responsibilities

• Respond to and resolve customer support queries in a professional and timely manner
• Investigate and troubleshoot software, installation, configuration, and upgrade-related issues
• Provide customers with regular updates and manage expectations throughout the support process
• Log, track, classify, and manage support incidents through to resolution
• Perform software version testing and assist with quality assurance activities
• Escalate unresolved issues to Development or second-line support teams when required
• Conduct system health checks and assist in identifying recurring issues
• Deliver Root Cause Analysis (RCA) for resolved incidents
• Contribute to knowledge bases, troubleshooting documentation, and process improvements
• Collaborate with Product, Development, and QA teams to improve service delivery and product quality

Job Experience and Skills Required

Education

• Matric (essential)
• Relevant tertiary qualification in Information Technology or related field advantageous

Experience

• Minimum 3 years' experience in an IT Support, Help Desk, or Software Support environment
• Experience working with support ticketing and incident management platforms
• Exposure to software testing and software release processes advantageous

Technical Skills

• Software troubleshooting and issue resolution
• Support ticket management systems
• Version testing and bug tracking methodologies
• Desktop and web-based software installation and upgrade processes
• Basic networking and hardware support
• Documentation and support process management

Advantageous

• Exposure to bookkeeping or financial software environments
• Experience with DevOps, TFS, Web Windi, or similar support tools

Additional Requirements

• Strong analytical and troubleshooting skills
• Excellent written and verbal communication abilities
• Strong customer service orientation
• Ability to identify trends and recurring issues
• Strong attention to detail and organisational skills
• Ability to work under pressure and manage multiple priorities
• Self-motivated with a proactive approach to problem-solving