Junior 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

Tier 1 analysts are the first port of call for our customers.

Our Tier 1 Helpdesk aims to document, understand and help users with varied questions or issues related to their chosen software.

Key Responsibilities:

Accurately logging and prioritizing all incoming communication via KCS ticking system
Ensure customer account and contact details are kept up to date
Proactively taking ownership of a wide variety of incidents and problems
Identifying and escalating problems to level 2 software support where required
Ensuring all incidents are dealt with efficiently and promptly in accordance with the Service Level Agreement
Managing, prioritising and progressing their adopted incidents, in particular:
Effectively and promptly resolving incidents, ensuring old incidents are prioritized and kept up to date
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 incidents and seeking advice when appropriate
Using the ITSM system correctly and ensuring that incidents are updated on a regular basis with actions undertaken
Regularly updating customers regarding the status of their incidents
Effectively handling complaints and call escalation requests from customers
Identifying customer requests that require sales and notifying correct department
Continually and proactively acquiring and retaining knowledge of KCS 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 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:

Excellent written and verbal skills
Great telephone customer service
Good attention to detail
Extensive problemsolving ability and deductive logic
Previous experience with ERP systems advantageous

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._