Backoffice Software Support Internship Opportunity at CaseWare Africa

This is a workplace Internship to address scarce skills in the industry. Main purpose of this position: Provide technical software support to customers with BackOffice products (TaxWare, SecWare, CaseWare Time, CaseWare Cloud-Time, CloudSec and CloudTax). Support is done telephonically and via other channels (e-mail, online, chat). This role ranges from basic functionality and training of the supported software to high level technical problem solving involving database-related issues & network infrastructure troubleshooting. Reporting to: Directly: BackOffice Support Team Leader and Indirectly: Support Manager

What will make the incumbent successful in this role? 

Continuous improvement – products, internal processes, routines and tools. Work and act according to Core values of the organization. The candidate must have strong interpersonal skills, be self-motivated and be a collaborative team player.

Key Deliverables and Weighting

  • Provide telephonic support to users experiencing problems using the software, or inquiring how to use specific features. 
  • Assist in fixing client files. 
  • Make pro-active support calls to ensure that all clients are satisfied. 
  • Partake in knowledge sharing, and the creation of regular Frequently Asked Questions presentations, and proactively inform team leaders and managers of product and client trends.

Technical Knowledge, Skills and Abilities

  • Good overall computer literacy ability. 
  • Good technical computer knowledge (SQL, Networking, Operating Systems). 
  • LAN and WAN networking knowledge. 
  • Technical troubleshooting and problem solving. 
  • Training will be provided on division software packages.

Behavioral / Soft Competencies, Skills and Abilities

  • Good interpersonal and rapport building skills. 
  • Strong organizational skills. 
  • Ability to tolerate high levels of stress. 
  • Must show initiative and be a self-starter. 
  • Great attention to detail. 
  • Collaborative team player. 
  • Customer focused. 
  • Excellent communication skills (verbal and written).

Computer skills And knowledge

Fully proficient in Microsoft Office.

Details of Experience: 

Essential requirements: No working experience required (Maximum of 1 year working experience if formal work experience has been acquired).

Desirable requirements: Experience in customer support environment.

Education and Qualification 

Essential requirements: 

  • Completed an IT related B.Tech/ B.Com/ B.Sc degree or National Diploma (Minimum NQF Level 6) Excellent academic achievements within the specified qualification (Please note that academic transcripts will be requested). 
  • Desirable requirements: Support Methodology (ITIL, 6 Sigma).