Technical Support Analyst

Open Box SoftwareCape Town, Western Cape, South Africa

3 days ago

Job description

Join to apply for the Technical Support Analyst role at Open Box Software .

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.

Location : Cape Town, Western Cape, South Africa

Position : Full-time, Mid‑Senior level.

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 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.

Responsibilities

Act as a subject matter expert for clients using complex business solutions (e.g., MRI), troubleshooting system issues and guiding clients toward efficient solutions.
Engage with clients globally to understand business processes and application‑related issues, offering timely, accurate solutions and proactively identifying potential problems.
Use MS SQL to query databases, manage data extraction, develop custom reports, troubleshoot SQL query issues, ensure data accuracy, and test report outputs for completeness.
Manage system configurations, implement enhancements and minor customizations in collaboration with the development team, documenting changes and keeping clients informed.
Identify areas to enhance support processes and share insights with the team to drive service delivery improvements.
Conduct user training sessions to help clients and internal teams understand system functionalities and best practices; share knowledge within the team to build skills and foster collaboration.

Qualifications

Bachelor’s degree in Computer Science, Information Systems, or 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 required.

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, written and verbal, with ability to explain technical concepts to non‑technical users.

Highly organized, strong attention to detail, problem‑solving mindset.

Team‑oriented, collaborative, with focus on continuous improvement.

Real‑estate and finance experience advantageous.

Open to working US or APAC hours advantageous.

Personal Traits

Friendly and humble

Conscientious

Empathetic and self‑aware

Considerate

Self‑motivated

Sound decision‑making ability

Team player

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Technical Analyst • Cape Town, Western Cape, South Africa