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Senior Technical Analyst

4 months ago

Johannesburg, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full time

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.

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 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 and resolving complex problems and issues by using analytical, technical and programming skills following guidelines
- 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, including as a second level escalation for other team members.
- 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.
- Continually and pro-actively acquiring and retaining knowledge of KCS products and systems
- Adopting a pro-active approach to working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service
- Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with their Manager
- Encouraging the technical analysts to work together as a team and adopt a more pro-active approach to handing support calls.
- Mentor a junior member of the team in order to assist their progression within the team.
- Alert the supervisors/managers if there is insufficient resource to meet workloads or any sensitive customer issues across the team.
- Acquiring sufficient expertise and knowledge to undertake chargeable and after sales work including but not limited to: Out of Hours Support, Patch Installation, Customer Training and Customer migrations.
- Undertaking any other projects as required by their Manager or the Support Director.

Key Requirements:

- Extensive experience in a customer-focused role in a service-oriented environment
- A Computer Science degree, or degree with a large element of computing, or equivalent qualification knowledge of the KCS Application software
- A good knowledge of the KCS Application software and the KCML programming language, standards and procedures.
- An understanding of Oracle and KISAM databases

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._