Support Analyst

5 days ago


Stellenbosch, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full time

**Kerridge Commercial Systems (KCS) is a market leader in the development and provision of trading and financial software environments for specialist Distribution, Wholesale, Merchant, Automotive and Retail industry sectors, addressing single
- or multi-branch operations, as well as catering for organizations with 'point-of-sale' showrooms and warehouse.**

The Professional Services Department provides customers with a wide variety of services including the configuration of new software, consulting and customer training.

**Position Overview**:
Creating documentation and delivering customer training where required

Hybrid role - 40% home and 60% office based, potential for limited travel to customer sites

Covering support hours between 8am and 10pm on a rota basis

**Main Duties and Responsibilities**:

- Deliver a first-class service to our customers
- Answer questions and troubleshoot issues quickly and efficiently.
- Provision of high-quality updates to customers on a regular basis.
- Correctly set the customers’ expectations.
- Deliver on promises
- Take personal responsibility for every case and ensure all parties are kept updated
- Proactive management of assigned cases
- Maintain excellent quality of cases with detailed notes
- Always display a positive and can-do attitude
- Identify solutions and preventative measures to improve the customer’s experience
- Case Management: Take personal accountability for all cases assigned to you ensuring a proactive approach to resolution is taken.
- Team Working: Proactively share knowledge, help during times of leave/absence, and share service improvement opportunities.
- Be curious to change, evolve and develop in ways that help us better serve our customers.

**Skills, Knowledge and Experience**:

- Good IT skills with demonstrable experience in a similar IT support role
- Knowledge of Microsoft Operating Systems (Server and Desktop Editions)
- Intermediate knowledge of Microsoft SQL database structures
- Always display a “customer first" attitude
- Ability to work under pressure in a fast-paced environment
- Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner
- Ability to troubleshoot and strive for first time resolution of issues.
- Consistently produce high quality and detailed work
- Knowledge of Crystal Reports (desirable)
- Knowledge of Sage Accounting Solutions (desirable)
- Knowledge of ERP or business IT systems (desirable)

Equal Opportunities:
KCS Group is an equal opportunity employer and values diversity.

Health and Safety:
The Health and Safety at Work Act 1974 puts a legal obligation on KCS as an employer to ensure, so far as is reasonably practicable, the health, safety and welfare of its employees at work.

Employees also have a duty to take reasonable care for their own health and safety and of others who could be affected by their actions. Understanding the safety policies and co-operating with the arrangements that are in place is therefore an essential part of your employment.


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