Support Analyst

Kerridge Commercial Systems is growing and growing fast, new opportunities are available and change is required to continue on our journey of success. It’s an extremely exciting time to be joining our business! We’re ranked No.37 in the Sunday Times HSBC International Track 200, a league table that ranks the top 200 of Britain’s mid-market private companies in order of fastest-growing overseas sales. As the market leader in developing and delivering fully integrated business management solutions 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 on a global scale. The Commercial Software Support Department assists customers with queries and problems relating to the KCS application software post-implementation. The Department also provides customers with a wide variety of other services including the installation of new software and customer training. Key Responsibilities: Pro-actively 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 AgreementManaging, prioritising and progressing their adopted calls, in particular:Effectively and promptly resolving calls, ensuring old calls are kept to a minimumAccurately investigating, identifying and rectifying both the causes and the symptoms of problemsProviding workarounds to minimise the impact of problems when this is appropriateImplementing solutions to the customers’ best advantage and ensuring the call resolutions meet the working and business practices of the customerEscalating calls and seeking advice when appropriateUsing 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 callsEffectively 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 callsContinually and pro-actively acquiring and retaining knowledge of KCS products and systemsPro-actively using the Intranet to share knowledgeWorking with members of the Support Team and other departments to ensure that customers receive a prompt efficient serviceAlerting Senior personnel and their Manager and/or any of the other Support Managers as necessary regarding any sensitive customer issuesFollowing and applying the standard Commercial Software Support Procedures and PracticesTaking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with their ManagerUndertaking any other projects as required by their Manager or the Support Director Special Conditions Alternating weekly shift pattern of 8.00am - 4.30pm and 9.30am – 6.00pm, with an hour unpaid lunch break Key Requirements:Extensive experience in a customer-focused role in a service-oriented environmentA Computer Science degree, or degree with a large element of computing, or equivalent qualification Knowledge of the KCS Application softwareA good knowledge of a structured programming language, preferably KCMLAn understanding of databases Company InfoKerridge 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 OpportunitiesKCS 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.