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- Tasks: Support clients with ERP systems, troubleshoot issues, and develop custom reports using SQL.
- Company: Join Open Box Software, a global leader in tech solutions for the Real Estate industry since 2001.
- Benefits: Enjoy a collaborative team environment, opportunities for growth, and flexible working hours.
- Why this job: Be part of a high-performing team that values innovation and makes a real impact in the industry.
- Qualifications: Bachelor's degree or equivalent experience, 4+ years in ERP support, and strong SQL skills required.
- Other info: Ideal for those who thrive in a customer-focused role and are open to US or APAC hours.
The predicted salary is between 36000 - 60000 £ per year.
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 Technical Support Analyst to join our Cape Town 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 ERP systems such as MRI and Yardi. This role requires a deep understanding of SQL, data extraction, 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.
Responsibilities
- ERP System Support: Act as a Subject Matter Expert for clients utilizing complex business solutions such as MRI and Yardi. Provide expert-level support for troubleshooting system-related issues, guiding clients toward efficient solutions.
- Client Engagement & Issue Resolution: 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.
- SQL Data Management & Report Development: 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.
- System Administration & Configuration: 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.
- Process Improvement: Identify areas where support processes can be enhanced, sharing insights with the team to drive improvements in service delivery.
- User Training & Knowledge Sharing: 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.
Qualifications
- 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.
Personal Traits
- Friendly and humble
- Conscientious
- Empathetic and self-aware
- Considerate
- Self-motivated
- Sound decision-making ability
- Team player
Technical Support Analyst employer: Open Box Software
Contact Detail:
Open Box Software Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Analyst
✨Tip Number 1
Familiarise yourself with the specific ERP systems mentioned in the job description, such as MRI and Yardi. Understanding their functionalities and common issues will help you demonstrate your expertise during interviews.
✨Tip Number 2
Brush up on your SQL skills, particularly in querying databases and developing reports. Being able to showcase your technical abilities in SQL during discussions can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully resolved complex client issues in the past. Highlighting your problem-solving skills and customer engagement experience will resonate well with the hiring team.
✨Tip Number 4
Show your willingness to work flexible hours, especially if you're open to US or APAC time zones. This flexibility can be a significant advantage and demonstrates your commitment to supporting a global client base.
We think you need these skills to ace Technical Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with ERP systems, SQL proficiency, and any relevant technical support roles. Use keywords from the job description to demonstrate that you meet the requirements.
Craft a Compelling Cover Letter: In your cover letter, express your passion for technology and customer service. Mention specific experiences where you've successfully resolved complex issues or improved processes, particularly in relation to ERP systems.
Showcase Technical Skills: Clearly outline your technical skills, especially your SQL querying and data management capabilities. Provide examples of how you've used these skills to support clients or improve system functionalities.
Prepare for Potential Questions: Anticipate questions related to troubleshooting, client engagement, and process improvement. Be ready to discuss specific scenarios where you've demonstrated your problem-solving abilities and communication skills.
How to prepare for a job interview at Open Box Software
✨Showcase Your Technical Skills
Be prepared to discuss your experience with ERP systems, particularly MRI and Yardi. Highlight specific instances where you've successfully troubleshot complex issues or developed custom reports using SQL.
✨Demonstrate Client Engagement Experience
Share examples of how you've engaged with clients to understand their needs and resolve issues. Emphasise your ability to communicate technical concepts clearly to non-technical users.
✨Highlight Problem-Solving Abilities
Prepare to discuss situations where you've identified potential problems before they escalated. Illustrate your proactive approach to troubleshooting and improving support processes.
✨Emphasise Team Collaboration
Talk about your experience working in a team-oriented environment. Mention how you've contributed to knowledge sharing and training within your team, as well as your willingness to learn from others.
