Software Support & Customer Success Engineer

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

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.