Support Analyst at ION

Job description

What are we trying to do?

Our Commodity Management software Softmar supports the full pre-fixture, post-fixture, and risk management needs of your shipping organization. Our solution enables you to monitor all forward commitments. It displays the geographical positions of your vessels and cargo, supports the full post-fixture operation of vessels and voyages, manages all derivatives for freight and bunkers, and combines your derivative position with your forward cargoes and vessel commitments.

What do we need help with?

At the moment we need reinforcement in our Global Product Support team that is located in Cape Town. A highly skilled team of experts is providing functional and technical support of “n-tier” proprietary shipping software to global clientele.

What you will do?

• Troubleshoot software, hardware, or system configuration problems on 2nd level, identify, and provide solutions. Liaise with customer personnel and internal development teams when necessary.
• Effectively document client support issues and update call tracking software in a timely manner
• Help maintain specific client hosted environments, including upgrades to databases and application servers
• Participate in on-call 24/7 support rotation for escalated client production sites
• Responsible for overall movement and tracking of all Support tasks
• Assign tasks to Support team
• Provide clients with timeous feedback
• Resolve escalated tasks
• Providing clients and account managers with software training (on site/off-site)
• Monitor and assist with setting up the SDDS (during and after office hours)
• Assist with software installations
• Provide support as per extended service agreements

What You’ll Need To Know

• Strong knowledge/experience with databases of SQL, Delphi and C# advantageous
• Excellent skills in Microsoft Office Suite
• 1-2 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
• Strong computer software troubleshooting / analytical skills
• Work well in a team environment
• Excellent written and verbal internal management and customer-facing communication skills in English
• Strong initiative, organisation and excellent analysis / problem solving skills
• Action, focus, and innovation
• Relationship Building and Customer Focus
• Emotional Intelligence

Who You Are

You are a dynamic and ambitious person. You’re skilled at getting to the bottom of complex issues. You can manage an array of tasks while staying focused on priorities.

Customer relationships are your forte and you’re committed to improving their businesses. You believe that communication is an art form, you express yourself with confidence, honesty, and optimism. You have great expertise in the worlds of software and technology, driven by your relentless thirst of knowledge and success.