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