Support Analyst


  • Process and respond to email, phone calls and chats received from publishers
  • Respond to queries sent to the company’s forums
  • Investigate payment concerns brought up by customers
  • Route payment concerns to Accounts Payable
  • Reprocess stuck books through the system
  • Route issues and bugs that need engineering expertise to the development teams
  • Maintain and improve a knowledge base with unique vendor requests and their solutions
  • Work on developing responses for common questions
  • Work with operations manager in documenting process flows


Basic Qualifications:

  • Must be eligible to currently live and work in SA
  • Excellent written and verbal communication skills.
  • Demonstrated experience of 1-5 years in a front line external (customer or supplier) facing role requiring email, voice or message board type of interactions with customers/external parties
  • Flexibility to work night shifts including weekends and public holidays
  • Due to the nature of the position, the client requires candidates to meet the client’s internet requirements which is to have a minimum of 10MB uncapped Fiber line. (LTE Lines are not eligible for this role)
  • Ability to navigate the Internet, email, and chat with customers via web chat tools.
  • Must be a persons with disabilities


Preferred Qualifications:

  • Graduate degree in any field. Additional computer skills certifications in web technologies are preferable.
  • Experience in a technical support process, especially for web enabled software products or services is highly preferred
  • Excellent verbal communication skills required.
  • Must be able to interact with external parties like customers and suppliers comfortably
  • Excellent written communication skills. Should be able to understand a complex problem and draft a concise email response
  • Basic familiarity with web technologies and html is highly desirable
  • Intermediate Computer Knowledge
  • Strong analytical skills required. Must be able to understand problems that vendors are facing, categorize, document, and decide on course of action on when and to whom to escalate
  • Detail oriented and process focused. Must be able to follow the process and document interactions as per requirements in clear and concise manner
  • Prior experience in process improvement initiatives or six sigma type of projects is preferred but not required

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