Support Analyst

7 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 procedures, fixes and resolutions
- Accurately prioritizing all cases via KCS ticketing system
- Identifying and escalating problems to level 3 software support where required
- Working directly with customer SQL databases using DML, DQL and DDL to resolve various issues
- Pro-actively taking ownership of a wide variety of incidents and problems
- Ensuring all incidents are dealt with efficiently and promptly in accordance with the Service Level Agreement
- Managing, prioritising and progressing their adopted incidents, in particular:

- Effectively and promptly resolving incidents, ensuring old incidents 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 incidents and seeking advice when appropriate
- Using the ITSM system correctly and ensuring that incidents are updated on a regular basis with actions undertaken
- Regularly updating customers regarding the status of their incidents
- Effectively handling complaints and call escalation requests from customers
- Identifying incidents that are not support incidents and dealing with these following the correct procedures, for example after sales incidents, chargeable support requests, modification and system change requests etc.
- Continually and pro-actively acquiring and retaining knowledge of KCS products and systems
- 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

**Key Requirements**:

- Excellent written and verbal skills
- Strong interpersonal and communication skills
- Expert attention to detail
- Exceptional complex problem-solving ability
- A basic understanding of ERP systems
- Experience in relational databases, preferably SQL

**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._

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