Application Support Analyst - Social Housing Solution (UK Hours)

Job Overview

• Develop a deep understanding of the Social Housing product suite.
• Resolve support tickets to SLA commitments.
• Assist in building and maintaining a knowledge base for use across the business.
• Review all support tickets daily and actively monitor cases to ensure they are resolved within client service level agreements.
• Document issue resolutions clearly and confirm client understanding or closure of support cases.
• Escalate support tickets to relevant teams.
• Update users / clients with ticket status.
• Identify and highlight service improvements.
• Build positive relationships with users and customers.
• Operate in a hybrid model: 3 days working from home per week and based in the Cape Town office.
• Work UK hours 09:00 - 17:30 (BST/GMT) and be able to take leave on UK public holidays.

Candidate Requirements

• A friendly and collabora...