Technical Support Analyst-k8
22 hours ago
The K8 Technical Support team at KCS are looking to welcome a passionate, motivated and organised Technical Support Analyst with strong communication skills and excellent attention to detail.
The Technical support analyst will be a highly valued member of a supportive global team that prioritises open and clear communication, working together to continually improve our service.
**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, identifying and rectifying both the causes and the symptoms of problems
- 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
- 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 KCS 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
- 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
**Essential 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 a structured programming language, preferably KCML
- An understanding of databases
**Company Information**
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. Kerridge is an award winning and market leading provider of IT solutions to rental companies worldwide.
**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._
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