Sql support analyst (uk hours)

Software Support Analyst – Cape Town

This role will involve UK hours (Mon‑Fri, 09:00 am – 17:30 BST/GMT) and 3 days of working from home per week. The successful candidate will be the primary point of contact for a broad variety of customers, responding via email and telephone, resolving customer queries, and analysing software issues for the Horizon product suite.

Responsibilities Develop a deep understanding of the functional and technical aspects of the Horizon product suite Track and resolve client issues in a timely manner using the MRI support tool, following appropriate support procedures Advise clients on industry best practices Thoroughly test client issues to recreate and assist in determining root cause Actively monitor cases to ensure they are resolved within clients’ service level agreements Participate in the knowledge management process through creation and use of materials Effectively and proactively manage client expectations Foster positive relationships with...