Switch Support Analyst: Transaction Junction

Western Cape, Full Time

About the Job
Job Purpose

Ensure exceptional customer services as the next Support Analyst of a cutting-edge FinTech company whether it be investigating and resolving production incidents or answering general queries. The support process to research and resolve customer reported issues related to a product or solution while ensuring you keep both the customer and internal stakeholders up to date on all activities related to support tickets.


Follow contractual agreements with customers relating to support and all internal support processes
Manage production support incidents, gather data, perform tests, replicate, and resolve the causes of these incidents
Management of support tickets / incidents to which they are assigned, including all related stakeholder communications, and keeping these tickets up to date
Compile and walk-through regular production support reports with relevant customers
Answer customer questions related to production configuration and operation by testing, reviewing code and reviewing documentation
Install applications and troubleshooting failure of installations
Contribute to the development of training material of support processes not yet documented

Behaviourial Competencies

Excellent analytical and investigative skills
Ability to deal with stress, as the job will entail obstacles, challenges and responsibility
Careful and systematic when it comes to investigating and handling production issues and their fixes
Experienced at learning new technologies and products
Be highly communicative and patient, answering all stakeholders’ queries, and able to speak to people at varying levels of seniority confidently
Ability and a desire to grow their expertise into new product sets and new areas of the products that they support
Calm under pressure when dealing with internal and external teams


Atlassian Jira and Confluence
Proficiency in standard Windows-based IT applications
ACI Product Set (Postilion)
Databases (Microsoft SQL Server, SQL Databases)
Amazon Web Services
Agile development methodologies like Scrum


Bachelor’s Degree in a software, technical or related field


Minimum of 4 years’ experience as a Support Analyst or similar role within a software organization

Application email or URL: http://blts.mcidirecthire.com
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