Software Support Consultant

CodeConnect Staffing; Sandton; On-site; ZAR 300,000 - 470,000; Full time

Job summary

CodeConnect Staffing is recruiting a Software Support Consultant to join the Customer Success team for a client in the software solutions industry. The role focuses on providing technical support, troubleshooting software issues, and managing support tickets from Sandton, South Africa.

You will investigate queries, perform health checks, and collaborate with Development, QA and Product teams to enhance software functionality and customer experience while maintaining thorough documentation.

Qualifications

• Matric is essential.
• A tertiary qualification in Information Technology or related field is advantageous.
• Minimum 3 years' IT support, software support or help desk experience.
• 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.

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.

Skills

IT support

Troubleshooting

Customer service

Communication

Multitasking

Education

Matric

IT qualification/degree

Tools

Web Windi

Azure DevOps

TFS

Job description

Sandton, South Africa | Posted on 10/21/2026

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

• 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.
  
• 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.