Support Analyst - Johannesburg at Kerridge Commercial Systems South Africa

In this second line support role in our growing Global Ecommerce and Mobile Apps support team, you will be responsible for investigating, resolving and escalating incoming customer incidents and requests. The team provides support to our global customer base covering multiple time zones. 

Key Responsibilities: 

• To ensure all incoming incidents are responded to promptly, maintaining a confident and professional approach to all communications
• To accurately assess the nature of incident, following specific procedures based upon that assessment. 
• To accurately identify the severity of the incident and appropriately set customer expectations.   
• To gather information, interpret expected outcomes and work to provide a solution using your knowledge, investigative and problem solving support skills.
• To keep customers regularly updated through their incident life cycles.
• To engage with and develop clear communication channels with other departments/teams, as necessary, in order to lead resolution, diagnosis and communication.
• To interrogate and analyse log files to aid investigation.
• To query SQL databases.
• To work with our Development teams, defining and testing custom solutions to reported issues.
• To undertake such training as deemed appropriate to the post held
• To maintain an up-to-date knowledge of supported applications and developments
• To take an active role in contributing towards the department’s knowledge base 

Additional Duties 

• Working individually and as part of a team towards the aims and objectives of the company as a whole.
• To fulfil departmental requirements in terms of administrative tasks, and to conform to Departmental policies and procedures.
• Maintain ongoing working co-operation with managers and staff within the department and the wider workplace. 

The above duties and responsibilities should be regarded as neither exclusive nor exhaustive, as the post holder may be required to undertake other reasonably determined duties commensurate with the post, without changing the general character of the post. 

Key Requirements: 

• Bachelor’s Degree (or equivalent) in Computer Science or related discipline or suitable industry experience.
• A strong interest in Ecommerce, software applications and back-end systems.
• Ability to learn new skills quickly and adapt to complex systems.
• Some experience of Business software applications.
• Must be able to work under pressure
• Highly organized, detail-oriented, analytical and technically minded.
• A team player with excellent verbal and written communication skills
• Professional, punctual and goal-driven
• Previous experience working with online retail business and eCommerce systems support 
• Experience working with SOAP requests and responses
• Ability to read php code for troubleshooting purposes
• Ability to effectively prioritise tasks 

Exposure to the following would be an advantage: 

• Operating Systems: Windows, Linux, Android and iOS
• Microsoft SQL & Excel
• Apache/IIS 
• Web Browsers
• HTML/XML/JSON
• Business/Sales intelligence software applications
• Online retail business software and eCommerce systems
• Commercial experience in customer service