Junior Support Analyst

6 months ago

Johannesburg, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full time

Kerridge Commercial Systems is growing and growing fast, new opportunities are available and change is required to continue on our journey of success. It’s an extremely exciting time to be joining our business

As the market leader in developing and delivering fully integrated business management solutions 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 on a Global scale.

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 kept up to date
- Pro-actively taking ownership of a wide variety of incidents and problems
- Identifying and escalating problems to level 2 software support where required
- 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 prioritized and kept up to date
- 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 customer requests that require sales and notifying correct department
- 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 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
- Great telephone customer service
- Good attention to detail
- Extensive problem-solving ability and deductive logic
- Previous experience with ERP systems advantageous

**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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