Technical Support Analyst (Remote)
Sabenza IT & Recruitment
- Pretoria, Gauteng
- R15,000-17,500 per month
- Permanent
- Full-time
- Gain a comprehensive understanding of customer-deployed products, including their core operational functionality
- Handle customer escalations from customer support to investigate and troubleshoot challenging product issues such as product interoperability with the customer operations
- Communicate effectively with customer support to ensure that the proper analysis and investigation materials for the escalated issue are diligently compiled
- Isolate issues and work with product teams on root cause analysis and resolution
- Identify viable workarounds, if applicable, for high-priority issues affecting customer service
- Identify root causes and implement urgent fixes for field-impacting product issues
- 3+ years of experience in a similar role
- Solid SQL, shell scripting, and XML skills
- Solid business analysis, database, and OS skills with good documentation skills
- Ability to read, troubleshoot and debug code
- Demonstrable technical problem-solving and troubleshooting skills
- Windows technology skills helpful but not required
- BS or MS in Computer Science or equivalent work experience
- 5+ years of experience in a similar support role
- Demonstrable analytical and technical problem-solving and troubleshooting skills
- 2+ years of experience with SQL Server and Oracle within a Windows server environment on enterprise level applications
- Working knowledge of designing, writing, and debugging SQL statements a MUST
- Excellent understanding of database table structures
- Command of the English language - verbal and written communication
- Ability to prioritize and manage time efficiently
- Notice problems from a systemic perspective
- Recognizes when action needs to be taken and does so without direction knowledge of other billing platforms a plus
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