Technical Support Analyst

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.
Bachelors 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