Support Analyst

"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."_ The primary role is the successful delivery of orders and projects enabling customers to use our Software Solutions to successfully run their day to day business. In this second line support role in our growing Global Ecommerce and Mobile Apps support team, you will be responsible for investigating, resolving and escalating incoming customer incidents and requests. The team provides support to our global customer base covering multiple time zones. **Key Responsibilities**: - To ensure all incoming incidents are responded to promptly, maintaining a confident and professional approach to all communications - To accurately assess the nature of incident, following specific procedures based upon that assessment. - To accurately identify the severity of the incident and appropriately set customer expectations. - To gather information, interpret expected outcomes and work to provide a solution using your knowledge, investigative and problem solving support skills. - To keep customers regularly updated through their incident life cycles. - To engage with and develop clear communication channels with other departments/teams, as necessary, in order to lead resolution, diagnosis and communication. - To interrogate and analyse log files to aid investigation. - To query SQL databases. - To work with our Development teams, defining and testing custom solutions to reported issues. - To undertake such training as deemed appropriate to the post held - To take an active role in contributing towards the department’s knowledge base **Additional Duties** - Working individually and as part of a team towards the aims and objectives of the company as a whole. - To fulfil departmental requirements in terms of administrative tasks, and to conform to Departmental policies and procedures. - Maintain ongoing working co-operation with managers and staff within the department and the wider workplace. The above duties and responsibilities should be regarded as neither exclusive nor exhaustive, as the post holder may be required to undertake other reasonably determined duties commensurate with the post, without changing the general character of the post. **Skills, Knowledge and Experience**: - Bachelor’s Degree (or equivalent) in Computer Science or related discipline or suitable industry experience. - Ability to learn new skills quickly and adapt to complex systems. - Must be able to work under pressure - Highly organized, detail-oriented, analytical and technically minded. - A team player with excellent verbal and written communication skills - Professional, punctual and goal-driven - Previous experience working with online retail business and eCommerce systems support - Experience working with SOAP requests and responses - Ability to effectively prioritise tasks **Desirable** - Operating Systems: Windows, Linux, Android and iOS - Microsoft SQL & Excel - Apache/IIS - Web Browsers - HTML/XML/JSON - Online retail business software and eCommerce systems - Commercial experience in customer service **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. **Health and Safety** The Health and Safety at Work Act 1974 puts a legal obligation on KCS as an employer to ensure, so far as is reasonably practicable, the health, safety and welfare of its employees at work. Employees also have a duty to take reasonable care for their own health and safety and of others who could be affected by their actions. Understanding the safety policies and co-operating with the arrangements that are in place is therefore an essential part of your employment. - 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._ LI-Hybrid