Technical Support Analyst

5 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."_

Kerridge Commercial Systems 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 warehouse.

**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 Kerridge 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

**Key Requirements**:
Essential
- A Computer Science degree, or degree with a large element of computing, or equivalent qualification
- A good knowledge of a structured programming language - Delphi

Desirable
- Extensive experience in a customer-focused role in a service-oriented environment
- An understanding of databases (Firebird / SQL)

Person Specification
- Be able to investigate unfamiliar problems and generate an effective solutions 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 desirable
- The Technical Support Analyst will be required to work a dedicated shift of 08:00 to 17:00 (with an hours lunch) on a permanent basis

**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._

  • 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...

  • 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...

  • 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...

  • Technical Analyst

    6 months ago

    Johannesburg, South Africa BankservAfrica Full time

    Job Title- Technical Analyst- Location- Selby - Johannesburg, GP 2001 ZA (Primary)- Occupational Level- Professional- Job Category- IT Development- Job Type- Permanent- Description**PURPOSE** The main purpose of this role is to drive the Modernisation Technical Analysis activities between BSA, Industry Participants and Offshore delivery teams and ensure...

  • Technical Support Specialist

    3 weeks ago

    Johannesburg, Gauteng, South Africa Ad Talent Africa Full time

    **Job Title:** Technical Support SpecialistWe are seeking an experienced IT Service Desk Analyst to join our team at Ad Talent Africa.The ideal candidate will have a strong background in technical support and a passion for delivering excellent customer service. They will be responsible for providing first-line support to internal customers, troubleshooting...

  • Technical Data Analyst

    1 week ago

    Johannesburg, South Africa People Source Full time

    The Technical Data Analyst is an enabler of the data lifecycle within an enterprise environment. This analyst has ability to profile source data and complete the relevant mapping documentation to enable the data integration between source system (golden/trusted) and target Line of Business system.Overall 5+ years of Technical Data Analysis experience within...

  • Technical Data Analyst

    3 months ago

    Johannesburg, South Africa People Source Full time

    The Technical Data Analyst is an enabler of the data lifecycle within an enterprise environment. This analyst has ability to profile source data and complete the relevant mapping documentation to enable the data integration between source system (golden/trusted) and target Line of Business system. Overall 5+ years of Technical Data Analysis experience within...

  • Technical Data Analyst

    3 months ago

    Johannesburg, South Africa People Source Full time

    The Technical Data Analyst is an enabler of the data lifecycle within an enterprise environment. This analyst has ability to profile source data and complete the relevant mapping documentation to enable the data integration between source system (golden/trusted) and target Line of Business system. Overall 5+ years of Technical Data Analysis experience...

  • Technical Analyst

    1 month ago

    Johannesburg, South Africa Jobted ZA C2 Full time

    Role: Junior Technical Analyst Job Type: Permanent Salary: Market Related Location: Johannesburg Minimum Requirements: - Degree in Electrical Engineering, Computer Science, Data Science, Statistics, Mathematics, or a related field. - Domain relevant certifications. - Experience in problem solving and root cause analysis. - Exposure to the utility...

  • Technical Test Analyst

    2 months ago

    Johannesburg, Gauteng, South Africa Quadrant Systems Full time

    Job Title: Technical Test AnalystWe are seeking a highly skilled Technical Test Analyst to join our team at Quadrant Systems. As a Technical Test Analyst, you will play a critical role in ensuring the quality and reliability of our software products.Key Responsibilities:Develop and execute test strategies and plans for functional and automation projectsBuild...

  • Technical Business Analyst

    3 months ago

    Johannesburg, South Africa Plus1X Solutions (Pty) Ltd Full time

    Technical Business Analyst (Contract and Permanent)Intermediate-SeniorOn-site role in JHB. Flexible working hoursRole Overview: We are seeking a highly motivated Technical Business Analyst/Developer with a strong logical mindset and a systematic approach to problem-solving. The ideal candidate will be passionate about delivering high-quality solutions and...

  • Technical Business Analyst

    3 months ago

    Johannesburg, South Africa Plus 1x Full time

    Technical Business Analyst (Contract and Permanent) Intermediate-Senior On-site role in JHB. Flexible working hours Role Overview: We are seeking a highly motivated Technical Business Analyst/Developer with a strong logical mindset and a systematic approach to problem-solving. The ideal candidate will be passionate about delivering high-quality solutions...

  • Technical Business Analyst

    3 months ago

    Johannesburg, South Africa Plus 1x Full time

    Technical Business Analyst (Contract and Permanent)Intermediate-SeniorOn-site role in JHB. Flexible working hoursRole Overview: We are seeking a highly motivated Technical Business Analyst/Developer with a strong logical mindset and a systematic approach to problem-solving. The ideal candidate will be passionate about delivering high-quality solutions and...

  • Technical Analyst

    6 months ago

    Johannesburg, South Africa Ovations Technologies Full time

    Minimum 8 years experience in Financial Services Information Technology related Projects Minimum of 4 years in a professional senior analyst role Analyse their systems and plan and implement payment message formats to align with global best practice Manage regular review and release of message standards developed by BankservAfrica Drive change of...

  • Technical Data Analyst

    6 months ago

    Johannesburg, South Africa Ovations Group Full time

    Are you an experienced Technical Data Analyst looking to make a significant impact? Our client is seeking a talented individual with a passion for data and a deep understanding of data lifecycle management. To facilitate seamless data integration between trusted source systems and target systems. Minimum requirements include - Experience as a Technical Data...

  • 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....

  • Technical Analyst

    1 month ago

    Johannesburg, South Africa Whizants Full time

    Role: Junior Technical Analyst Job Type: Permanent Salary: Market Related Location: Johannesburg Minimum Requirements: Degree in Electrical Engineering, Computer Science, Data Science, Statistics, Mathematics, or a related field. Domain relevant certifications. Experience in problem solving and root cause analysis. Exposure to the utility industry...

  • Technical Analyst

    1 month ago

    Johannesburg, South Africa Whizants Full time

    Role: Junior Technical AnalystJob Type: PermanentSalary: Market RelatedLocation: Johannesburg Minimum Requirements: Degree in Electrical Engineering, Computer Science, Data Science, Statistics, Mathematics, or a related field.Domain relevant certifications.Experience in problem solving and root cause analysis.Exposure to the utility industry advantageous,...

  • 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...

  • Technical Support Analyst

    1 month ago

    Johannesburg, Gauteng, South Africa FirstRand Bank Limited Full time

    Job SummaryFirstRand Bank Limited is seeking a skilled Technical Support Technician to perform onsite hardware, software, and peripheral updates and repairs. The ideal candidate will have a Diploma/Degree in Information Technology and be able to drive business profitability through Information technology solutions.Key ResponsibilitiesPerform onsite hardware,...