Job purpose

  • Provide client support in a timely manner. This can either be done via telephone, remotely or onsite.
  • Ensure quality standards are adhered to.
  • Act as a main contact with the client and ensure client satisfaction at all times.

Duties and responsibilities

  • Handle telephone support and escalate calls when deemed necessary and appropriate.
  • Handle assigned tickets.
  • Design and generate/amend new or existing reports.
  • Handle software implementation phases or part of including:

    • Installation;
    • Set-up;
    • User training;
    • Testing;
    • Data conversion;
    • Go Live and Hand holding.
  • Handle client/user or internal documentation.
  • Work and ensure that client and project deadlines are met.
  • Ensure that all client works and requests are logged in a ticket; all correspondence is in ticket; time is inputted and closed when ready.
  • Contribute to knowledge sharing amongst other team members.
  • Problem solving and present findings to release management and development teams; Troubleshoot client issues and provide short and long term solutions.
  • Liaise with release management and carry out testing and client upgrades as required.
  • Communicate any client feedback to team leader and management.
  • Handle other specific tasks as assigned by superiors and as required by the Company.
  • Contribute to internal process improvement initiatives.
  • Handle the inputting of timesheets within 24 hours of working on a job or a task.
  • Ensure day to day processes follow ISO procedures as set in the QMS Manual.
  • Adherence to the company Code of Conduct, unless otherwise specified in the job description.

The company may assign other duties from time to time depending on the current needs.


  • A first Degree or equivalent related to Information Technology or experience in a similar position for 2 years.
  • Basic knowledge in the following areas:

    • Company Business processes
    • Accounting Fundamentals
    • Querying SQL Database
    • Report writing

Working conditions

  • At times, the nature of the job may be somewhat demanding due to the tight deadlines that must be met.
  • This job might require travelling to client sites locally or abroad.


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