Client Support Specialist

6 days ago

Johannesburg, Gauteng, South Africa Kerridge Commercial Systems Full time

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

As a Software Support Analyst, you will play a crucial role within the team, providing assistance to clients on the K8 application concerning issues and inquiries related to the system software after the clients 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 Analyst 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.
  • Resolve issues accurately utilizing investigative and analytical skills.
  • Identify and replicate issues that necessitate a software modification by the Development team.
  • Collaborate effectively as part of the Support division.
  • Proactively take ownership of a diverse range of inquiries and issues.
  • Ensure all inquiries are addressed efficiently and promptly in alignment with the Service Level Agreement.
  • Manage, prioritize, and progress adopted inquiries effectively.
  • Utilize the call logging system appropriately, ensuring regular updates with actions taken.
  • Keep clients informed regarding the status of their inquiries.
  • Handle complaints and escalation requests from clients effectively.
  • Identify non-support inquiries and address them following the correct procedures.
  • Continuously acquire and retain knowledge of KCS products and systems proactively.
  • Utilize appropriate tools to gain and share knowledge effectively.
  • Collaborate with team members and other departments to ensure clients receive prompt and efficient service.
  • Notify Senior Support Analysts, Team Leaders, and Managers regarding any sensitive client issues as necessary.
  • Adhere to and apply standard Commercial Software Support Procedures and Practices.
  • Take the initiative to identify improvements in the Support Service and/or Support Procedures and discuss these with the Manager.
  • Undertake 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.
  • Keen attention to detail.
  • Customer and service-oriented mindset.
  • Driven, proactive, and motivated personality.
  • Adaptable to changes in tasks and the support environment.
  • Strong problem-solving abilities.
  • Eager to learn and apply new skills and concepts.
  • Project a professional image.
  • Ability to adapt and work effectively as part of a team.
  • Organized and capable of managing personal workload efficiently.
  • Ability to investigate unfamiliar issues and generate effective solutions systematically.
  • Maintain composure under pressure and manage stressful situations.
  • Adopt a positive, proactive approach to work.

Desirable:

  • Understanding of software and/or software support environments is advantageous.
  • Basic knowledge of business processes and operations.

Company Information:

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, stock efficiently, sell profitably, and service competitively. 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 workplace and an affirmative action employer. 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 recruiting process, please inform us when contacted.

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

Note for 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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