Switch Support Analyst: Transaction Junction at Blue Label Telecoms

About the Job

Job Purpose

• Ensure exceptional customer services as the next Support Analyst of a cutting-edge FinTech company whether it be investigating and resolving production incidents or answering general queries. The support process to research and resolve customer reported issues related to a product or solution while ensuring you keep both the customer and internal stakeholders up to date on all activities related to support tickets.

Responsibilities

• Follow contractual agreements with customers relating to support and all internal support processes
• Manage production support incidents, gather data, perform tests, replicate, and resolve the causes of these incidents
• Management of support tickets / incidents to which they are assigned, including all related stakeholder communications, and keeping these tickets up to date
• Compile and walk-through regular production support reports with relevant customers
• Answer customer questions related to production configuration and operation by testing, reviewing code and reviewing documentation
• Install applications and troubleshooting failure of installations
• Contribute to the development of training material of support processes not yet documented

Behaviourial Competencies

• Excellent analytical and investigative skills
• Ability to deal with stress, as the job will entail obstacles, challenges and responsibility
• Careful and systematic when it comes to investigating and handling production issues and their fixes
• Experienced at learning new technologies and products
• Be highly communicative and patient, answering all stakeholders’ queries, and able to speak to people at varying levels of seniority confidently
• Ability and a desire to grow their expertise into new product sets and new areas of the products that they support
• Calm under pressure when dealing with internal and external teams

Skills

• Atlassian Jira and Confluence
• Proficiency in standard Windows-based IT applications
• ACI Product Set (Postilion)
• Databases (Microsoft SQL Server, SQL Databases)
• Amazon Web Services
• Agile development methodologies like Scrum

Education

• Matric
• Bachelor’s Degree in a software, technical or related field

Experience

• Minimum of 4 years’ experience as a Support Analyst or similar role within a software organization