Support Analyst

Provide assistance, advice, and solutions for standard to moderately complex ERP issues, ensuring timely resolution of client requests in line with defined service level agreements. The role is responsible for maintaining accurate case records, contributing to the team knowledge base, and supporting continuous improvement initiatives within Global Support Operations.

Responsibilities

• Resolve standard to moderately complex technical ERP issues and support requests within defined SLA timeframes, maintaining greater than 90% case resolution rate and greater than 85% quality rating.
• Document solutions thoroughly and contribute a minimum of 2 articles per month to the knowledge base, publishing well-researched information to the Support Extranet and ensuring the online help system is accurate and up to date.
• Maintain and update the discrepancy database - raising, duplicating, documenting, and closing all events as per standard procedure, and ensuring timely referral of unresolved issues to the appropriate party.
• Handle client communications professionally, providing proactive status updates, managing expectations throughout the resolution process, and maintaining greater than 3.8/5.0 client satisfaction.
• Follow established procedures and escalation protocols, ensuring issues beyond scope are referred promptly and accurately to Senior Support Analysts or the Cluster Lead.
• Support testing of system updates and maintenance activities, assist with user training and documentation creation, and liaise with the software development team to redirect issues to the relevant parties.
• Contribute to team meetings, process improvement suggestions, and cross-functional learning initiatives, and participate in weekend or holiday support rotation as required.

Requirements

Minimum Level of Education

• NQF Level 4 / Senior Certificate as a minimum requirement

Beneficial Qualifications

• Bachelor’s degree in Computer Science or Computer Engineering; Syspro ERP certifications

Minimum Experience

• 2-3 years of experience in software design, testing, and/or troubleshooting; experience in customer service or client-facing roles; experience with ticketing systems and case management tools
• Compulsory: proven Syspro ERP product experience

Beneficial Experience

• Syspro ERP experience preferred

Special Skills and Knowledge

• Good understanding of ERP systems and business processes, with solid troubleshooting and problem-solving skills encompassing conceptual understanding, analysis, debugging, and solution provision.
• Proficiency in Microsoft Office, Microsoft SQL, and Syspro Reporting Services, with basic knowledge of database concepts, reporting tools, and system administration.
• Experience with ticketing systems and case management tools, with the ability to maintain accurate records and follow established escalation procedures consistently.
• Strong client communication skills - able to manage expectations, provide clear and timely status updates, and maintain professionalism in all client-facing interactions.
• Organised and detail-oriented, with the ability to manage multiple open cases simultaneously and meet tight SLA deadlines without compromising quality.
• Collaborative team player with the ability to work effectively across a broad cultural spectrum and contribute to knowledge sharing and continuous improvement initiatives.

Benefits

• 25 annual leave days
• 30 days paid sick leave over 3-year cycle
• Hybrid working environment (3 office days as determined by the function/ manager)
• Pension 10%
• Medical aid
• Life insurance
• Income continuation protection
• Funeral Benefit
• Provident Fund Admin Fee
• Global Education Protection
• Bonus/ commission programmes
• Maternity: 6 months at half pay
• Paternity: 2 weeks full pay
• Employee Assistance Programme
• Free Barista Coffee Daily
• Gym Facilities
• Free Daily Lunch
• Free Fruit on a Tuesday & Thursday