Technical Support Analyst

We have an exciting dayshift
opportunity available for a
Technical Support Analyst.
Work from home or the office – you choose! 

When you join Yempo, you’ll receive the following fantastic benefits: 

• Highly competitive salary – paid weekly! 

• HMO enrollment on commencement 

• Additional HMO dependents added each year of service 

• 20 vacation days per year; 7 sick days 

• Annual performance bonuses and incentives 

• Annual salary reviews and increases 

• Free cooked rice, snacks and hot drinks 

• Company polo shirts provided 

• Fantastic,
  bright and cheerful open-plan work environment  

• Prestigious clients and highly professional and friendly co-workers 

Our Client 

They have continued to give top quality service to their more than satisfied clients. Their services include providing cloud based B2B integration to and not limited to retail and supply industries.

 

Your Responsibilities

Provide Level 1 and 2 customer/technical support for supply chain customers:

• Respond to customer inquiries via email, chat, and phone.
• Communicate clearly and professionally to resolve issues.
• Troubleshoot technical problems, gather relevant information, and escalate complex cases when needed.
• Accurately document customer interactions and resolutions in the ticketing system.
• Work with internal teams to identify recurring issues and product improvements.
• Create and maintain knowledge base articles, FAQs, and support documentation.
• Follow up on unresolved cases and provide status updates to ensure customer satisfaction.
• Maintain product knowledge and stay informed on new features and releases.
• Meet individual and team KPI targets.
• Perform other duties as assigned.
• Comply with all Information Security Management System (ISMS) policies, procedures, standards, and guidelines.

Your Background

• Minimum 2 years of customer-facing support experience in a software or technology environment.
• Experience troubleshooting software issues across different platforms.
• Proficiency with help desk, CRM, and ticketing systems.
• Knowledge of Electronic Document Standards, including EDIFACT, JSON, X12, XCBL XML, CSV, and XSLT.
• Understanding of B2B integration systems and processes.
• Experience with process adherence and continuous improvement.
• Comfortable working remotely and collaborating with international stakeholders.

Disclaimer for salary ranges. Yempo provides an indicative range of salary that we deem relevant for the advertised role. This may be adjusted for the skills and experience of the selected candidate.