Support Analyst

6 months ago

Johannesburg, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full time

"At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."_

Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively.

We have an exciting opportunity in our Integrity Support team as a Support Analyst. In this role, you will be responsible for assisting customers with queries and problems relating to the Integrity Software. The support role is to provide assistance to customers on issues within the trade component of the system as this has a direct impact on their business. Business operations that the system supports include sales, buying, inventory control, warehousing, delivery management and data analytics, to name a few.

This is a great opportunity, due to growth in the organization and the addition of products.

**Main Duties and Responsibilities**
- Resolve problems by using investigative skills and considering customers business and operational practices
- Using analytical, technical and programming skills following programming guidelines
- 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, identifying and rectifying both the causes and the symptoms of problems
- Providing work around 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
- 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 calls
- Continually and pro-actively acquiring and retaining knowledge of new products and systems
- Pro-actively 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 and their Manager and/or any of the other Support Managers as necessary regarding any sensitive customer issues
- Continually and proactively acquiring and retaining knowledge of the software and systems
- 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

**Knowledge and Experience**

**Essential**
- Extensive experience in a customer-focused role in a service-oriented environment
- Proven experience in a role requiring good written and verbal communication skills

**Desirable**
- Extensive experience in a customer-focused role in a service-oriented environment
- An understanding of databases
- Preferably experience of working in a distribution environment
- Basic SQL knowledge

**Person Specification**
- Be able to investigate unfamiliar problems and generate an effective solution in a systematic and logical manner
- Have excellent customer care and strong interpersonal skills
- Project a professional image
- Be adaptable and work as an effective member of a team
- Be organised and manage own workload efficiently
- Maintain a professional standard of communication at all levels
- Work conscientiously and use initiative
- Be calm under pressure and manage stressful situations
- Adopt a positive, pro-active approach to work

**Special Conditions**
- This role may require travel, therefore a valid drivers’ licence is essential
- Shift based role - 08:00 - 17:00

**Company Info**

Kerridge Commercial Systems (KCS) 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.

Kerridge Commercial Systems (KCS) is a software development company that provides expertise in complete financial and business administration solutions. The

  • Technical Support Analyst

    3 months ago

    Johannesburg, South Africa Sage Full time

    As a Technical Support Analyst at Sage, you will form an integral part of contributing towards the overall Sage strategy by providing world class support to our SBCPP/VIP/Classic/Premier/Essentials Payroll customers. **Key Responsibilities** Day-to-day responsibilities - On a daily basis, provide expert knowledge by supporting and resolving complex product...

  • Finance Support Analyst

    4 months ago

    Johannesburg, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full time

    "At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."_ This is a great opportunity to gain in-depth knowledge and experience in the complex...

  • Systems and Support Analyst

    6 months ago

    Johannesburg, South Africa FirstRand Full time

    Job Description To provide assistance, efficient and effective support to Branches, Business Units, and Contact Centre regarding various banking systems and customer information to support the efficient utilisation of the systems and ensure the highest level of data integrity - Drive business profitability in the context of cost management through...

  • Palladium Support Analyst

    2 weeks ago

    Johannesburg, South Africa Kerridge Commercial Systems South Africa Full time

    Job title : Palladium Support AnalystJob Location : Gauteng, JohannesburgDeadline : December 07, 2024Quick Recommended Links Jobs by Location Job by industries As a Support Analyst, you will be an integral member of the team and responsible for assisting customers on the Palladium application with problems and queries relating to the system software after...

  • Palladium Support Analyst

    7 days ago

    Johannesburg, South Africa Kerridge Commercial Systems South Africa Full time

    Job title : Palladium Support Analyst Job Location : Gauteng, Johannesburg Deadline : December 07, 2024 Quick Recommended Links Jobs by Location Job by industries As a Support Analyst, you will be an integral member of the team and responsible for assisting customers on the Palladium application with problems and queries relating to the...

  • Technical Support Analyst

    6 months ago

    Johannesburg, South Africa RecruitU Full time

    Our client is on the search for a technical support analyst to join their team on a 12-month-contract based on-site in the northern suburbs of Johannesburg. Key performance objectives Technical support Oracle, SQL Server Web methods Web services Automation I Scheduling tools / frameworks SOA SWL SharePoint SQL Server Integration Services SQL Server Reporting...

  • Customer Support Analyst

    3 days ago

    Johannesburg, South Africa Liyema Consulting Full time

    About the Role:Position: Customer Support AnalystReporting to: Project ManagerType: ContractorDuties and Responsibilities:Provide excellent customer service and technical support to clientsRespond to customer inquiries via phone, email, and chat in a timely mannerIdentify and troubleshoot issues to provide solutionsDocument and track customer issues and...

  • Customer Support Analyst

    3 days ago

    Johannesburg, South Africa Liyema Consulting Full time

    About the Role: Position: Customer Support AnalystReporting to: Project ManagerType: ContractorDuties and Responsibilities: Provide excellent customer service and technical support to clients Respond to customer inquiries via phone, email, and chat in a timely manner Identify and troubleshoot issues to provide solutions Document and track customer issues...

  • Trade Support Analyst

    6 months ago

    Johannesburg, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full time

    The Trade Support Analyst will report to a team leader within the Trade Support team. **Key Responsibilities**: - Accurately resolve problems using investigative and analytical skills - Identify and replicate problems that require a software change by Development - Work as part of the Support team - Pro-actively taking ownership of a wide variety of calls...

  • Application Support Analyst-1

    6 months ago

    Johannesburg, South Africa FirstRand Full time

    Job Description- Hello Future Production Support Analyst - Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. - Are you someone who can: - Has experience in providing excellent customer service and support is important. Application...

  • Senior IT Support Analyst

    6 months ago

    Johannesburg, South Africa Baker McKenzie Full time

    **Role purpose** The purpose of the Senior Analyst role is to ensure the proper functioning of personal computing and office technology so that end users can most efficiently and effectively accomplish business tasks. This includes receiving, prioritising, documenting, and actively resolving customer requests and escalations from the Technology Help Desk....

  • Support Analyst

    6 months ago

    Johannesburg, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full time

    Tier 2 analysts are our first point of escalation. They perform general assistance with diverse technical inquiries and requests in the software. **Key Responsibilities**: - Act as a mentor to staff in our level 1 team. Work to grow knowledge, enable and document all areas of supported software - Contribute to the support knowledgebase by documenting...

  • Support Analyst

    6 months ago

    Johannesburg, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full time

    "At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."_ **Key Responsibilities**: - Accurately resolve problems using investigative and...

  • Technical Support Analyst

    2 months ago

    Johannesburg, South Africa Visa Full time

    **Company Description** Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and...

  • IT Support Analyst

    6 months ago

    Johannesburg, South Africa FirstRand Full time

    Job Description Hello future IT Support Analyst Ashburton Investments is a new generation investment manager that offers investors access to more sources of return and more ways to manage risk. In the institutional space in South Africa as well as our Global business, we pride ourselves on offering solutions to address clients’ holistic balance sheet...

  • Junior Desktop Support Analyst

    6 months ago

    Johannesburg, South Africa Mimecast Full time

    Associate Desktop Support Analyst We're your dream technical team - You’ll join a passionate and talented team in an innovative IT company. _We are currently recruiting for an internal Junior Desktop Support Analyst to join our team. You will work with our tech-savvy staff to ensure the smooth running of their IT equipment and the systems they depend on....

  • K8 Trade Support Analyst

    6 months ago

    Johannesburg, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full time

    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...

  • Production Support Analyst

    3 months ago

    Johannesburg, South Africa PPS Recruitment Full time

    **Job Advert Summary**: The role will also be responsible to provide end to end production support throughout the life cycle of the incident resolution process within Service Level Agreement. **Minimum Requirements**: **Education**: - Bachelor's degree in a Computer Science/IT/Business Design and or Business Analysis diploma - ITIL Incident Management...

  • Junior Support Analyst

    6 months ago

    Johannesburg, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full time

    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...

  • Graduate Product Support Analyst

    4 weeks ago

    Johannesburg, South Africa Iress Limited Full time

    See yourself being part of a large, transformational change? This could be the role for you! Join us in shaping the future of financial services in Southern Africa Are you ready to kickstart your career in financial services technology? We’re looking for a Graduate Product Support Analyst to join our Trading and Market Data team. Here, you'll play a...