Support Analyst

Open Box Software is an internationally focused consulting company that specialises in business and software consulting services for the Real Estate Industry. Since 2001, we have been delivering practical, smart, and cost-effective technology solutions for our clients. We have a team of highly talented individuals who are driven by excellence and open to finding a better way of making a positive impact.

We are looking for an experienced Support Analyst to join our team. The ideal candidate 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 bespoke applications and systems.

This role requires a deep understanding of support procedures and service, data extraction, functional analysis and troubleshooting, and reporting, combined with the ability to handle real-time support queries from a global client base.

You will work within a high-performing, self-managed team that values effective communication and problem-solving. You'll also contribute to improving our support processes by sharing knowledge and working collaboratively with both technical teams and clients.

• Act as a Subject Matter Expert for clients utilizing complex business solutions of an enterprise and/or bespoke nature.
• Provide expert-level support for troubleshooting system-related issues, guiding clients toward efficient solutions.
• Utilise and manage a ticketing system to log, track, and resolve incidents and service requests.
• Diagnose and troubleshoot application or system errors, including data-related, functional and performance issues.
• Identify when escalation is necessary for complex problems.
• Perform or assist with system testing, maintenance, and deployments.

• Engage with clients globally to understand business processes and system-related issues, offering timely, accurate solutions.
• Proactively identify potential problems and investigate incidents, providing clear documentation and follow‑up until resolution.

• Provide 1st and 2nd line support for a system or portfolio of applications.
• 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.

• Document functional changes, ensuring transparency in updates, and work closely with clients to keep them informed.
• Monitor application/system performance.

• Identify areas where support processes can be enhanced, sharing insights with the team to drive improvements in service delivery.
• Identify tools that can be leveraged to improve service delivery.

• Conduct user training sessions to help clients and internal teams understand system functionalities and best practices.
• Participate in change management and release processes.
• Share knowledge within the team to build the skills of all 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 and trouble shooting.
• Strong understanding of 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.

• Friendly and humble
• Conscientious
• Empathetic and self-aware
• Considerate
• Self‑motivated
• Sound decision-making ability
• Team player with good interpersonal skills
• Detail-oriented and methodical
• Strong sense of ownership and accountability
• Willingness to learn and adapt to new technologies

• Strong understanding of IT application support and service management.
• Knowledge of databases (SQL), APIs, and integrations.
• Troubleshooting and analytical problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work under pressure and manage multiple priorities.