Application Support Analyst - Cape Town, South Africa - Xceptor

Xceptor

Verified Company

Cape Town, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

ABOUT XCEPTOR:

Data is at the heart of everything we do: Xceptor has been designed around data manipulation in its broadest sense.

We source data from wherever it flows.

We curate, normalise, validate, repair, and enrich that data so it reaches its destination in a reliable and consistent format.

Data coming out of Xceptor is data our clients can trust.

We are recognised as an expert in the Financial Services vertical, which strongly aligns with Business Users in Middle and Back-Office teams.

We enable these users to solve their data challenges by themselves, rather than through a technology-led project.

Our Vision is to be the leading platform for automating data flows.

Our Mission is to empower business users within Financial Institutions to build automated processes that deliver trusted data.

Our Values were created by our people, and speak to both who we are, and who we aspire to be. Ambition is in our DNA, and we embrace any opportunities ahead. Our curiosity and desire to grow drives us to learn from our customers and those around us. Our people are empowered, accountable, and deliver. We pull together, step up and focus on outcomes. The brilliance of our people makes a positive difference.

THE ROLE

Intelligent, driven, academically strong and technically minded, with a passion for customer service; you will be part of an exceptional delivery team.

You will be required to deliver the highest level of customer service, on time, every time.

Your responsibilities will include:

Responding quickly and effectively to customer queries relating to the functionality of the product, providing technical information and step by step 'how to' guidance.
Gaining a thorough understanding of the use and deployment of our software and using this knowledge to respond to customer questions and issues.
Working with the established systems and procedures to ensure successful delivery of technical support across a growing customer base, including 24x7 support provision.
Ensuring our support obligations are met 100% of the time across our entire customer base.
Liaising with international teams, particularly in the UK, to ensure consistency in approach and the effective handover/handback of any ongoing queries.
Primarily focused on providing client support across APAC.
Working with the development and delivery teams as part of effective escalation procedures for support incidents that require more indepth analysis and resolution.
Reproducing issues and maintaining support configurations and/or environments, including on Azure.
Improving our Knowledge Service; assisting with authoring and maintaining articles, troubleshooting and howto guides.

SKILLS AND REQUIREMENTS

Relevant and extensive experience of providing customer support for a global organisation.
Strong technical skills (ideally SQL/C#) and commercial experience of supporting business solutions for large, complex enduser organisations.
Solid understanding of web technologies, ideally with.

NET and/or SQL Server experience.

Absolute commitment to ensuring an exceptional level of customers experience.
Positive, collegiate approach with a 'can dowill do' attitude and a desire to take responsibility for delivery.
Excellent English language, communication and interpersonal skills.
Strong academic background.