Senior Technical Support Specialist

3 weeks ago

Port Elizabeth, Eastern Cape, South Africa Top Vitae Full time
Job Title: Support Analyst Team Lead

The Support Analyst Team Lead plays a crucial role in ensuring the smooth operation of our applications in the Operations Applications suite. This position is responsible for supporting and monitoring the day-to-day performance of these applications, as well as managing and complementing the existing support team.

Key Responsibilities:
  • Support and maintain applications within the scope of the position, ensuring high availability and meeting or exceeding client expectations.
  • Comply with standard processes and procedures documentation, maintaining a high degree of initiative and mature judgment.
  • Diagnose and analyze problems in a timely and professional manner, identifying opportunities for process, systems, and application improvements.
  • Monitor all production application components, maintaining relationships with key strategic partners and customers.
  • Contact development teams to assist in incident resolution related to system alerts.
  • Provide accurate monthly reports in a timely manner to Management, highlighting key performance indicators and areas for improvement.
  • Become efficient in the use, workflow, and capabilities of the system used for support, ensuring seamless integration with existing processes.
Qualifications:
  • Relevant qualification or related experience, with a strong understanding of software development lifecycle.
  • An understanding of different message formats and the ability to read and debug code, advantageous.
  • Customer support experience, with excellent written and communication skills.
  • Excellent interpersonal skills, with the ability to work under pressure and prioritize tasks effectively.
  • Highly self-motivated and directed, with a focus on solution-oriented problem-solving.
  • Exceptional customer service focus, with a team player mentality and extensive experience working in a team-oriented environment.

Please note that if you have not received a response within two weeks of applying, your application will be considered unsuccessful.

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