Support Team Lead

3 weeks ago

Johannesburg, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full time

Kerridge CS 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 warehouses.

**Role Summary**

The Support Team Leader’s main duties will be to:

- Accurately resolve complex problems using investigative and analytical skills
- Identify and replicate problems that require a software change by Development
- Work as part of the Support Team
- Work with other departments to provide solutions to the Customer
- Manage all aspects of the day-to-day operation of a Team of Application Support Analyst’s
- Ensure the Team provides Customers with an efficient, professional high quality Support service in accordance with the Service Level Agreement
- Assist Support Team to resolve problems and queries
- Build and develop good relationships with Customers and other KCS departments
- Support, motivate and develop Support Team
- Ensure Support Team receive the necessary training

**Key Responsibilities**:
The Support Team Leader’s main duties and responsibilities will be:

- Ensuring that the Team provides an efficient high quality Support service in accordance with the Service Level Agreement
- Pro-actively taking an overview of the Support service provided by the Team, addressing any issues as necessary
- Monitoring the Teams call’s on a regular basis and in particular
- Ensuring that the incoming call queues are monitored and actioned effectively on a regular basis
- Reviewing all Team member’s calls on at least a fortnightly basis and offering guidance and advice where necessary
- Ensuring the workload is evenly distributed amongst the Team and the Team member’s undertake a wide variety of calls
- Ensuring the Team provides effective correct and prompt call resolutions, and keep old calls to a minimum
- Identifying personnel with specific training needs or with the potential to develop further, and implementing a training plan
- Developing the Team member’s so they can also undertake chargeable or after sales work including Suppoprt standby and Customer training
- Ensuring the Support Analyst’s work together as a Team and adopt a more pro-active approach to handling Support calls and building good Customer relationships
- Ensuring that the Team provides the appropriate Consultancy assistance to the KCS foreign offices and other KCS departments, for example the Implementation Team
- Ensuring the Team follows and applies the standard Commercial Software Support Procedures nd Practices
- Pro-actively and regularly reviewing the skill base and composition of the Team to ensure the optimum service is delivered, making best use of resources and recommending changes as appropriate
- Alerting the Assistant Manager as necessary regarding any Team issues or problems, and dealing with these when appropriate
- Pro-actively undertaking a wide variety of Support calls, other Support work and after sales work following the correct procedures and practices
- Continually and pro-actively acquiring and retaining knowledge of KCS products and systems and encouraging other Support personnel to do this
- Pro-actively adding to and using the Support tools such as Intranet to gain and share knowledge and encouraging other Support personnel to do this
- Improving relationships with Customers, and when necessary acting as a key contact for Customers, preparing for and attending meetings as required
- Effectively handling complaints and call escalation requests from Customers, referring any serious complaints to the Assistant Manager
- Work with the other Team Leaders and Assistant Manager to ensure that a consistent approach is adopted to support at all times by all members of the Support Team’s
- Pro-actively analysing the work undertaken by Support and identifying ways in which repetitive calls can be reduced or eliminated
- Assisting the Management Team to review internal Support procedures and revise or develop new Support procedures, ensuring that all Support personnel are aware of these
- Assisting the Assistant Manager to recruit new Application Support personnel
- Alerting senior personnel and the Management Team 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 work with the Management Team to implement new initiatives
- Undertaking any other projects as required by the Assistan Manager, Application Support Manager or the Chief Operating Officer

**Job Function Competencies**

1. Motivate and lead the Team

2. Assist the Team with complex problems

3. Assist the Team to prioritise workload

4. Analyse workload as required (by individual, by Customer, by module etc)

5. Identify Team training requirements

6. Identify areas for improvemen

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