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."_

Our mission is simple:

to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively.

We have an exciting opportunity in our Integrity Support team as a Support Analyst. In this role, you will be responsible for assisting customers with queries and problems relating to the Integrity Software.

The support role is to provide assistance to customers on issues within the trade component of the system as this has a direct impact on their business.

Business operations that the system supports include sales, buying, inventory control, warehousing, delivery management and data analytics, to name a few.

This is a great opportunity, due to growth in the organization and the addition of products.

Main Duties and Responsibilities

Resolve problems by using investigative skills and considering customers business and operational practices
Using analytical, technical and programming skills following programming guidelines
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 around 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 new 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
Continually and proactively acquiring and retaining knowledge of the software and systems
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

Knowledge and Experience

Essential

Extensive experience in a customerfocused role in a serviceoriented environment
Proven experience in a role requiring good written and verbal communication skills

Desirable

Extensive experience in a customerfocused role in a serviceoriented environment
An understanding of databases
Preferably experience of working in a distribution environment
Basic SQL knowledge

Person Specification

Be able to investigate unfamiliar problems and generate an effective solution 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 essential
Shift based role 08:00 17:00

Company Info

Kerridge Commercial Systems (KCS) 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 warehouses.

Kerridge Commercial Systems (KCS) is a software development company that provides expertise in complete financial and business administration solutions. The