ACI Worldwide, Inc. is a global provider of electronic payments solutions for the world's top financial institutions, retailers and payment processors serving more than 800 customers in 88 countries. Customers rely on ACI software and services to deliver reliable, scalable and secure payment services every second every day.
Job Title
Technical Support Analyst

Job Description
As a Technical Support Analyst, you are responsible for supporting customers in the financial industry who use ACI's Postilion suite of applications. Apply your skills as a member of a focused, technically competent Customer Support team that prides themselves on excellence. This position requires a passion for problem solving, deep understanding of database applications, and the ability to learn new concepts quickly.

•Efficiently troubleshoot and resolve complex problems in a highly technical environment. Customer issues may be related to database performance, code defects, application configuration, networking, platform and hardware configuration, etc.
•Must be able to manage time and prioritize an individual open case queue.
•Thoroughly document all research and communications utilizing a case tracking system.
•Regularly update customers on ongoing troubleshooting and resolution efforts.
•Document and report application defects to Development teams.
•Develop and maintain effective relationships with Development teams and customers.
•Participates in technical training programs and self-directed learning. Stays informed of new technology.
•Assists with process improvements.
•Coaches / mentors others.
•Other tasks as assigned.

Work Location:
South Africa - Cape Town

Minimum Qualifications
•Bachelor’s degree in Computer Science, MIS or related field; or equivalent technical programs / training courses completed; or equivalent work experience.
•3+ years strong technical and troubleshooting experience, including the ability to work under pressure and “think outside the box”, diagnose log files, simulate problems, etc.
•Proven customer support skills, supporting customers running mission critical systems.
•Exceptional verbal and written communication skills.
•Strong Windows Server and MS SQL Server experience.
•Experience working with Relational Databases (preferably MS SQL Server 2005/2008 or later), including the ability to write and analyse moderately complex SQL queries.

Highly Desired Qualifications
•Experience interpreting source code (preferably Java or C#). Programming skills not required, but would be beneficial.
•Experience implementing and supporting payments solutions in a banking or retail environment highly desired.