Technical Support Analyst - Johannesburg, South Africa - KERRIDGE COMMERCIAL SYSTEMS CORP

KERRIDGE COMMERCIAL SYSTEMS CORP

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

"At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."_

Kerridge Commercial Systems is a market leader in the development and provision of trading and financial software environments for specialist Distribution, Wholesale, Merchant and Retail industry sectors, addressing single
- or multi-branch operations, as well as catering for organisations with 'point-of-sale' showrooms and warehouse.

Key Responsibilities:

Proactively taking ownership of a wide variety of calls and problems
Ensuring all calls are dealt with efficiently and promptly in accordance with the Service Level Agreement
Managing, prioritising and progressing their adopted calls, in particular:
Effectively and promptly resolving calls, ensuring old calls are kept to a minimum
Accurately investigating, identifying and rectifying both the causes and the symptoms of problems
Providing work arounds to minimise the impact of problems when this is appropriate
Implementing solutions to the customers' best advantage and ensuring the call resolutions meet the working and business practices of the customer
Escalating calls and seeking advice when appropriate
Using the call logging system correctly and ensuring that calls are updated on a regular basis with actions undertaken
Regularly updating customers regarding the status of their calls
Effectively handling complaints and call escalation requests from customers
Identifying calls that are not support calls and dealing with these following the correct procedures, for example After sales calls, chargeable support calls, modification and system change requests etc.
Assisting less experienced members of the team with their calls
Continually and proactively acquiring and retaining knowledge of Kerridge products and systems
Proactively using the Intranet to share knowledge
Working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service
Alerting Senior personnel and their Manager and/or any of the other Support Managers as necessary regarding any sensitive customer issues
Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with their Manager
Undertaking any other projects as required by their Manager or the Support Director

Key Requirements:

Essential

A Computer Science degree, or degree with a large element of computing, or equivalent qualification
A good knowledge of a structured programming language
Delphi

Desirable

Extensive experience in a customerfocused role in a serviceoriented environment
An understanding of databases (Firebird / SQL)

Person Specification

Be able to investigate unfamiliar problems and generate an effective solutions in a systematic and logical manner
Have excellent customer care and strong interpersonal skills
Project a professional image
Be adaptable and work as an effective member of a team
Be organised and manage own workload efficiently
Maintain a professional standard of communication at all levels
Work conscientiously and use initiative
Be calm under pressure and manage stressful situations
Adopt a positive, proactive approach to work

Special Conditions:

This role may require travel, therefore a valid drivers' licence is desirable
The Technical Support Analyst will be required to work a dedicated shift of 08:00 to 17:00 (with an hours lunch) on a permanent basis

Company Info
Kerridge Commercial Systems (KCS) is the market leader in developing and delivering fully integrated business management solutions for distributors, suppliers, resellers, wholesalers and merchants

Our mission is simple:

to design, implement and support high performance systems that enable our customers to source effectively, stock efficiently, sell profitably and service competitively.

Equal Opportunities
KCS is proud to be an equal opportunity workplace and is an affirmative action employer.

We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.

To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes._