Principal Consultant

Assist customers with problems and queries relating to the IQ Retail system software after they have gone live

Act as a Mentor to the Support Analysts in order to develop the knowledge of the support team

Act as an escalation point for the Support Team

Assist the team leaders with the day - to -day operation of the support team

Work to provide continual service improvement to the IQ Retail customers

Be a conduit between Support and Development with regards to issues and enhancements

**Key Responsibilities**:

- To pro-actively take an overview of the support service being provided, addressing any issues as necessary
- Pro-actively analysing the work undertaken by Support and identifying ways in which repetitive calls can be reduced or eliminated (Problem Management)
- Continually and pro-actively acquiring and retaining knowledge of IQ Retail products and systems and encouraging other Support personnel to do this
- Undertaking Complex 3rd Line Support calls utilising system knowledge and investigative skills
- Take the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and work with the management team to implement
- Identify Team members with specific training needs or with the potential to develop further through the use of bespoke training plans and mentoring
- Building and Maintaining the Knowledge base with information, how-to’s and pointers to enable Customers and Staff members to self help
- Developing team members through coaching and mentoring to expand the knowledge of the support team
- Improve relationships with customers, and when necessary acting as a key contact
- Effectively handle complaints and call escalation requests from customers
- Undertaking any other projects as required by their Leader, Manager or Director

**Key Requirements**:
Essential
- Extensive experience in a customer-focused role in a service-oriented environment
- A Good knowledge of retail operations
- Be able to maintain a professional standard of communication at all levels
- Be organised and manage own workload efficiently
- Be able to investigate unfamiliar problems and generate effective solutions in a systematic and logical manner
- KIQ Retail knowledge
- Advanced analysis skills
- Develop and nurture constrictive working engagement with R&D

Desirable
- Experience of mentoring, coaching or assisting to develop support personnel
- Experience in multiple departments of KCS

**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.

IQ Retail Ltd is part of the KCS Group and is a software development company that provides expertise in complete financial and business administration solutions. IQ Retail has been active in the development of business systems specialising in the accounting and retail management environment since 1986. In this highly competitive market, IQ Retail has grown to become one of the premier providers of innovative and strategic business solutions.

**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._