Support Analyst

The role of the Support Analyst will be to provide support to our clients for software operation activities. You will be the main points of contact for two major clients in the banking and payment environment in Brazil and Mexico. This is a very international position, located in Brazil, you will work with teams in France and Singapore.

Location: São Paulo, Brazil

 

Company

Welcome Real Time is part of the Collinson Group, a global leader in shaping and influencing customer behaviour to drive revenue and add value for our clients. Through our range of proven and innovative banking and payment based solutions, Welcome Real Time helps organisations run real-time loyalty and marketing programmes leading to improved customer satisfaction, retention and profitability.

 

Purpose of the job

The role of the Support Analyst will be to provide support to our clients for software operation activities. You will be the main points of contact for two major clients in the banking and payment environment in Brazil and Mexico. This is a very international position, located in Brazil, you will work with teams in France and Singapore.

 

Key Responsibilities

  • Respond to customer enquiries related to software usage and operation
  • Acknowledge and provide first level analysis on issues reported by the client   
  • Determine if a failure is related to:
    • A configuration problem
    • A user error
    • A software error/bug
  • Take ownership of the issues from opening to closure, through the incident tracking system, to ensure Service Level Agreement is met
  • Reproduce issues in local environments
  • Collect information from customer for debugging and analysis purposes
  • Communicate with clients and provide a work-around (if any)
  • Work with developers to prepare a permanent solution to fix the issues
  • Deliver fixes, patches and upgrades.
  • Provide assistance during patch deployment, and, perform on-site tests on behalf of customer
  • Perform on-site installation and occasional project support in collaboration with the project managers located in France.
  • Standby support after office hour for Class A issue
  • Work closely with the team in Singapore, France and São Paulo

 

Knowledge, skills and experience required

  • Min 3 years experience in support of IT software and/or Java or SQL development
  • Experience in using Weblogic application server, JMS
  • Experience in using/developing with Oracle DB, PL/SQL development
  • Expert in troubleshooting J2EE environment
  • Knowledge of windows/unix environment is required
  • Working knowledge of network protocols
  • Have work in the similar capacity (software product support) as support analyst
  • Experience in communicating with people of all level

 

Person specification

  • Degree in Computer Science or equivalent
  • ITIL V3 certified or similar (good to have)
  • Meticulous, analytical, able to exercise objective analysis
  • Strong autonomy and initiative
  • Able to thrive in a fast-paced environment and has strong customer service skills
  • Self-starter and a quick learner
  • Good verbal and written communication skills
  • Flexible

 

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