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Support Analyst

Support Analyst

Job Title: Support Analyst
Location: Western Cape
Industry:
Salary: 400000.00
Reference: JN -072017-9030
Job Published: July 19, 2017 15:38

Job Description

Overall Purpose of the Job:
Provide functional and technical support of “n-tier” proprietary shipping software to global clientele
Attending to any support related projects.
 
Roles and Responsibilities:
1.
Troubleshoot software, hardware, or system configuration problems, identify, and provide solutions.  Liaise with customer personnel and internal development teams when necessary.
2.
 Effectively document client support issues and update call tracking software in a timely manner
3.
Help maintain specific client hosted environments, including upgrades to databases and application servers.
4.
Participate in on-call 24/7 support rotation for escalated client production sites
5.
Responsible for overall movement and tracking of all Support tasks
6.
Assign tasks to Support team
7.
Provide clients with timeous feedback
8.
Resolve escalated tasks
9.
Providing clients and account managers with software training (on site/off-site)
10.
Monitor and assist with setting up the SDDS (during and after office hours).
11.
Assist with software installations
12.
Provide support as per extended service agreements
 
Competencies:
Functional Competence – skills and knowledge required for job:
1.Strong knowledge/experience with databases of SQL, Delphi and C# advantageous
2.Microsoft Office Suite
3.2+ Years of previous experience in similar support engineer or analyst role at an enterprise software vendor (or end user of enterprise software) is strongly preferred
4.Strong computer software troubleshooting / analytical skills
5.Work well in a team environment
6.Excellent written and verbal internal management and customer-facing communication skills
Behavioural Competence – attributes required for the job:
1.Strong initiative, organisation and excellent analysis / problem solving skills
2.Action, focus, and innovation
3.Relationship Building and Customer Focus
4.Emotional Intelligence