Support Analyst – 5772

We are seeking a Support analyst for our commercial ship management solution – Softmar, based out of our Stellenbosch office. The analyst will have the opportunity to engage with customers, address their business challenges, and learn about commodity trading and shipping business. We are looking for self-motivated people with a positive attitude, tenacity, and who are passionate to provide customer support. ION delivers enterprise applications with a strong vocation towards customer satisfaction and now we are looking to expand our team in South Africa.

The Support Analyst role is a key function in ION in terms of servicing our existing customer base. The analyst’s day-to-day activities include:

Troubleshoot software/system configuration problems reported by customers.

Effectively document customer support issues and update call tracking software in a timely manner.

Help maintain specific customer hosted environments, including upgrades to databases and application servers.

Participate in after-hours support for customer upgrades and monitoring of relevant data publishing services.

Reproduce defects reported by customers and work closely with the various development teams to establish the appropriate fixes.

Explaining functionality in the system to users.

Participate in ad hoc or regularly scheduled customer-calls.

Participate in internal sprint review meetings and assist with testing/validating newly developed features.

Installation of the software.

Strong analytical and communication skills.

Solid understanding of customer-server enterprise software.

Minimum of 3 years’ experience in a similar position.

Skilled in Microsoft SQL Server, specifically expertise to write SQL queries categorized as the data definition language, data manipulation language, and data transaction language.

Experience in: the agile development methodology , Citrix , Networks

Understanding of basic accounting.

Development background will be advantageous, specifically in Java.

We’re a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. More than 40% of the world’s largest companies use our solutions. Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world. 

•Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.

•Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure.

With 10,000 employees and offices in more than 40 cities around the globe, ION is a rapidly expanding and dynamic group.

At ION, we offer careers that provide many opportunities: To invent. To design. To collaborate. To build. To transform businesses and empower people around the world to do more, faster and better than before. Imagine what you can do and experience. This is where you can do your best work.