Technical Support Analyst

Join Open Box Software in the role of Technical Support Analyst in our Cape Town team. Open Box Software is an internationally focused consulting company that specialises in business and software consulting services for the Real Estate Industry. Since ****, we have been delivering practical, smart, and cost-effective technology solutions for our clients. We are looking for an experienced Technical Support Analyst who has a strong technical background, is customer-focused, and is skilled in supporting complex business applications.

You will be the go-to expert for troubleshooting, client engagement, and delivering top-tier solutions across multiple ERP systems such as MRI and Yardi, with a deep understanding of SQL, data extraction, and reporting, and a capacity to handle real-time support queries from a global client base.

• Act as subject matter expert for clients utilizing complex business solutions such as MRI.
• Provide expert-level support for troubleshooting system-related issues, guiding clients toward efficient solutions.
• Engage with clients globally to understand business processes and application-related issues, offering timely, accurate solutions.
• Proactively identify potential problems and investigate incidents, providing clear documentation and follow-up until resolution.
• Use MS SQL to query databases, manage data extractions, and develop custom reports to meet client needs.
• Troubleshoot and resolve SQL query issues, ensure data accuracy, and test report outputs for completeness.
• Manage system configurations, enhancements, and minor customizations in collaboration with the development team.
• Document system changes, ensuring transparency in updates, and work closely with clients to keep them informed.
• Identify areas where support processes can enhanced, sharing insights with the team to drive improvements in service delivery.
• Conduct user training sessions to help clients and internal teams understand system functionalities and best practices.
• Share knowledge within the team to build the skills of junior team members and foster collaboration.

• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent work experience.
• 4+ years of experience supporting complex ERP systems or custom business applications.
• Proficiency in SQL querying, data management, and report development is essential.
• Strong understanding of ERP systems, SQL database structures, and application architecture.
• Ability to troubleshoot software issues and investigate technical incidents across multiple platforms.
• Proven track record of working closely with clients to understand their needs and resolve complex issues.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Highly organized, with strong attention to detail and a problem-solving mindset.
• Team-oriented and collaborative with a focus on continuous improvement.
• Real estate and finance experience would be advantageous.
• Open to working in US or APAC working hours would be advantageous.

• Friendly and humble
• Conscientious
• Empathetic and self-aware
• Considerate
• Self-motivated
• Sound decision-making ability
• Team player

Mid-Senior level

Full-time

Information Technology

IT Services and IT Consulting

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Location:

Cape Town, Western Cape, South Africa