Introduction:

Arch is a premier retail management software package, developed, implemented, maintained and supported by Spinnaker Software in Sub-Saharan Africa. Arch is a cutting-edge product that continuously boasts first-to-market product developments.

Job Purpose:

The purpose of the Data Analyst is to ensure the accuracy of Sysaid data, creating of reports, conducting root cause analysis, identifying trends, and prevention / solution recommendations for future use.

Important duties and responsibilities:

Data Quality:

    • Check daily and correct all calls captured on Sysaid to ensure applicable solution, resolution and call category have been used
    • Ensure the technicians understand the call categorisation and the reasons for changes made

Reporting:

    • Pulling of daily, weekly, monthly and ad-hoc reports from Sysaid

Trend Identification:

    • Identify trends within call patterns, client environments, combination of circumstances and recommend solutions to prevent these from happening
    • Proactive presentation maintenance
    • Checks on the quality of implementations to prevent any calls needing to be made
    • Solution recommendation to reduce call volumes
    • Liaise with Technical Consultant Branches; Customer Support; Technical Services; Internal Trainers and Clients to determine root cause and to ensure implementation of solutions.

Incidents:

    • Central communication point and go-between for all departments for incidents
    • Incident management

Client Complaints:

    • When requested by the Customer Support Manager or Customer Support Technical Consultant to investigate a client complaint and provide a report on the incident.

Key involvement with others:

    • Customer Support Manager
    • Customer Support Technical Manager
    • Customer Support Team Lead
    • Customer Support Technicians
    • Technical Consultants
    • Internal Training
    • Customers

Career development opportunities:

    • Growth and learning within the highly complex Arch Retail Systems environment
    • Promotion from within
    • Possible company-funded certifications / qualifications

Minimum Requirements:

    • POS Hardware and Software knowledge and experience
    • A+ N+ Certifications
    • Microsoft Office (Word, Excel, Outlook)
    • Sysaid, CRM or Support Desk system beneficial, however, not essential
    • Thorough knowledge of implementation environment(s)
    • Well-developed data analysis skills
    • Solid experience in working with statistical information
    • Complex reporting experience
    • Trend analysis and problem solving / gap analysis

Desired Behaviours:

    • Responsiveness
    • Communication
    • Discipline
    • Problem Solving
    • Conceptual Application
    • Task efficiency
    • Resilience
    • Self-Confidence
    • Teamwork
    • Professional & Integrity


We look forward to receiving your application and wish you well with your career search.