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Client Support Specialist

2 months ago

Johannesburg, Gauteng, South Africa Kerridge Commercial Systems Full time

The Support division at Kerridge Commercial Systems (KCS) provides assistance to clients with inquiries and challenges related to the KCS application software following implementation. The department also offers a range of additional services, including the installation of new software and comprehensive customer training.

As a Software Support Coordinator, you will play a vital role within the team, tasked with aiding clients on the K8 application by addressing issues and inquiries concerning the system software after they have transitioned to live operations. You will also serve as a mentor to fellow team members, fostering knowledge development within the team and striving for continuous service enhancement for KCS clients.

The Software Support Coordinator will report directly to a team leader within the Support division.

Key Responsibilities:

  • Assist clients with inquiries and challenges related to the KCS application software
  • Effectively resolve issues utilizing investigative and analytical capabilities
  • Identify and replicate issues that necessitate a software modification by the Development team
  • Collaborate as part of the Support division
  • Proactively take ownership of a diverse range of inquiries and challenges
  • Ensure all inquiries are addressed efficiently and promptly in alignment with the Service Level Agreement
  • Manage, prioritize, and advance their assigned inquiries, particularly
  • Utilize the call logging system accurately, ensuring regular updates on actions taken
  • Keep clients informed regarding the status of their inquiries
  • Effectively manage complaints and escalation requests from clients
  • Recognize inquiries that fall outside support parameters and handle them according to established procedures, such as after-sales inquiries, chargeable support requests, and modification or system change requests
  • Continuously and proactively acquire and retain knowledge of KCS products and systems
  • Actively use appropriate tools to gain and share knowledge
  • Collaborate with Support Team members and other departments to ensure clients receive prompt and efficient service
  • Notify Senior Support Analysts, Team Leaders, and Managers as necessary regarding any sensitive client issues
  • Adhere to and implement standard Commercial Software Support Procedures and Practices
  • Take initiative to identify ways to enhance the Support Service and/or Support Procedures and discuss these with the Manager
  • Undertake any additional projects as required by the Manager

Key Requirements:

Essential

  • Aspiring to build a career in the IT/business software sector
  • Strong written and verbal communication skills
  • Proficient in technology and computer systems
  • Attention to detail
  • Customer and service-oriented mindset
  • Driven, proactive, and motivated individual
  • Adaptable to changes in tasks and the support environment
  • Strong problem-solving abilities
  • Eager to learn and apply new skills and concepts
  • Present a professional image
  • Be adaptable and function effectively as part of a team
  • Organized and capable of managing own workload efficiently
  • Able to investigate unfamiliar issues and develop effective solutions in a systematic and logical manner
  • Maintain composure under pressure and manage stressful situations
  • Adopt a positive, proactive approach to work

Desirable

  • Any familiarity with software and/or software support environments would be advantageous.
  • Basic understanding of business processes and operations

Company Overview

Kerridge Commercial Systems (KCS) is a leading provider of fully integrated business management solutions for distributors, suppliers, resellers, wholesalers, and merchants. Our mission is straightforward: to design, implement, and support high-performance systems that empower our clients to source effectively, manage inventory efficiently, sell profitably, and provide competitive service. KCS is an award-winning and market-leading provider of IT solutions to rental companies globally.

Equal Opportunities

KCS is proud to be an equal opportunity employer and an affirmative action workplace. We are committed to equal employment opportunities regardless of race, color, 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 adjustments to the recruitment process, please inform us when contacted.

If this role aligns with your interests, please apply online.

To all recruitment agencies: KCS does not accept agency resumes. Please refrain from forwarding resumes to our careers site or directly to KCS employees. KCS is not responsible for any fees related to unsolicited resumes.

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