Priority Support Analyst

Transaction Junction (Pty) Ltd; Cape Town; On-site; ZAR 320,000 - 540,000; Full time

Job summary

Transaction Junction (Pty) Ltd seeks a technically skilled support professional to maintain omnichannel production environments, including payment switches, ecommerce, and retail integrations. You will triage incidents, perform root cause analysis, and communicate with customers and internal teams to ensure SLA adherence.

Responsibilities include onboarding new users, troubleshooting card-present integrations, and monitoring system stability with tools like Logic Monitor or Grafana.

Qualifications

• Experience in technical support for omnichannel environments.
• Strong incident management and priority setting skills.
• Excellent communication with internal teams and customers.

Responsibilities

• Provide analytical support for omnichannel production environments including Switch, Retail Integrations, POS/AWS/Offline and Ecommerce.
• Log, triage, and categorize incidents within SLA windows across channels.
• Prioritize incidents (P1-P4) per classification matrix and communicate updates every 30 minutes.
• Troubleshoot and resolve incidents with root cause analysis and structured reporting.
• Use API testing tools to validate payloads and confirm fixes.
• Assist with onboarding, account setup and password queries on production platforms.
• Monitor production platforms for stability and performance and document issues.
• Escalate unresolved issues through proper channels and maintain incident queues.

Skills

Analytical thinking

Communication skills

Customer service mindset

Tools

API testing tools (Postman/SoapUI)

Job description

JOB PURPOSE

The primary purpose of this role is to provide consolidated priority operational support across the production payment environments, incl. Switch, Retail Integrations (POS/AWS / Offline) and eCommerce. This includes leading investigations, technical assistance, integrations, first contact resolution, implementations and proactive monitoring, while ensuring continuous improvement of preventative and proactive measures to enable system stability, customer satisfaction and adherence to SLA.

RESPONSIBILITIES

Technical Support

• Provide required analytical support functions for the Omnichannel areas of the business, incl. Switch, Retail Integrations / POS/AWS/Offline and eCommerce production environments.
• Log, triage, and categorise all inbound incidents within defined SLA windows across all three channels.
• Assign correct priority (P1-P4) per the agreed incident classification matrix.
• Provide regular and accurate communication to clients within agreed time limits per SLA and Communications policy.
• Effectively resolve any logged incidents and requests for assistance through thorough root cause analysis, structured reporting and timely resolution.
• Basic understanding of HTML/JSON and ability to use API-testing tools (Postman, SoapUI, REST) to validate and triage request/response payloads.
• Setting up new user accounts and profiles, managing password queries on production platforms.
• Troubleshooting for Retail environments: configure, isolate, and resolve Card Present integration issues.
• Ability to track and report incidents and do data lookups.
• Serve as the first point of contact for payment switch queries.
• Manage the incident queue, perform initial triage, and escalated unresolved issues via correct escalation paths.
• Implement application software configuration, APIs, component investigations and submit, deploy and communicate in a professional, accurate, and within agreed response windows effectively.
• Periodically review production platforms monitoring for stability and optimum performance.
• Identify and raise enhancements that improve supportability, operability, automation and performance of relevant systems.
• Monitor, identify, document and escalare defects and trends. Respond to outages and service failures with urgency, monitor alerts from tools such as Logic Monitor, Grafana, or Imbeko Monitoring.
• Provide onboarding assistance, including configuration, deployment and installation assistance.
• Perform Software Quality duties including bug fix verification and manual functional test execution post deployments.
• Manage and prioritise multiple open cases, triage and re-prioritise the incident queue and escape unresolved problems through the internal escalations process.
• Respond to outages and failures with urgency and priority, improve fault tolerance and actively reduce downtime, ensuring solutions remain maintainable and durable as volumes grow.
• Ensure solutions simplify support and maintenance through traceability and effective error logging.

Customer Service

• Participate in a rotational after-hours standby schedule to ensure 24/7 omnichannel support coverage for priority clients, where applicable. Respond to P1/P2 incidents outside business hours within the agreed response window. Standby obligations are shared equitably across the team per the approved rotation.
• Provide priority resolution for support requests in line with the TJ Service Level Agreement: configure, troubleshoot, isolate, repair, elevate and / or resolve all customer issues within SLA.
• Raised incidents are expected to be investigated logically and analytically, within a time frame of no more than 30min and escalated to the correct internal squad, with relevant log files and investigation notes included.
• Ensure regular and effective communication to the relevant stake holders, during and after investigation and resolution (every 30 min) of raised incidents, outages or general queries. This includes but is not limited to ticket updates and SLA-aligned communications to internal and external stakeholders as per the TJ Policies & procedures published.
• Ensure regular and effective communication for planned and unplanned outages, ticket updates and SLA-aligned communications to internal and external stakeholders as per the TJ Policies & procedures published.
• Establish and maintain positive professional relationships with customers and assist customers by keeping up to date with product developments.
• Prepare training documentation and conduct customer training where required, including the mentoring of support team members and highlighting escalation and communication processes.
• Adhere to SLA as non-negotiable to ensure consistent and predictable service delivery and support tactical and strategic goals of the operations team and Transaction Junction as a whole.
• Facilitate opportunities to engage and collaborate