Support Analyst

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Datafin are currently seeking candidates for their open Support Analyst position in Cape Town, Western Cape through Go Job Search. Are you an experienced candidate looking to take up a Support Analyst role such as with an industry leading company like Datafin?

ENVIRONMENT: 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. You will be on a 24×7 production support rotation for priority incidents and follow 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. The ideal candidate will need a Bachelor’s Degree in software, technical or related field from a recognised institution with at least 4 years’ experience in a similar role – preferably in Payments 24×7 support and ACI Postilion payments switch or within cloud products on AWS or other cloud platforms. You should also have experience with Agile methodologies like Scrum & proficiency with SQL Server, Windows 10 / Server, Atlassian Jira and Confluence.DUTIES:Understand and follow contractual agreements with customers relating to support and all internal support processes.Part of the 24×7 1st line production support rota for all customers and all its product sets, of which there are many.Responsible for managing production support incidents, gathering data, performing tests and replicating and resolving 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 (not necessarily incidents) related to production configuration and operation by testing, reviewing code (if available and it is within their skillset) and reviewing documentation.Install applications and troubleshooting failure of installations.Contribute to developing training material of support processes not yet documented.Perform other duties as assigned.REQUIREMENTS: Qualifications –Bachelor’s Degree in a software, technical or related field from a recognised institution. Equivalent experience will be considered.Experience/Skills –Minimum 4 years’ experience as a Support Analyst or similar role within a software organisation, preferably in Payments 24×7 support and ideally on the ACI Postilion payments switch or within cloud products on AWS or other cloud platforms.Agile development methodologies like Scrum.Atlassian Jira and Confluence.Proficiency in standard Windows-based IT applications – Windows (Windows 10, Windows Server).ACI Product Set (Postilion).Databases (Microsoft SQL Server, SQL Databases).Amazon Web Services.Willing to be on a 24×7 support rota and to be available after hours at short notice when needed.ATTRIBUTES: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.

Apply now and a member of the team at Datafin will get in touch with you to discuss your career options further.

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Tagged as: Support Analyst