Trade Support Analyst

We have an exciting opportunity in our K8 Software Support team as a Trade Support Analyst. In this role, you will be responsible for assisting customers with queries and problems relating to the K8 software. The Trade support role is to provide assistance to customers on issues within the trade component of the system as this has a direct impact on their business. Business operations that the K8 system supports include sales, buying, inventory control, warehousing, delivery management and data analytics, to name a few.

This is a great opportunity, due to growth in the organization and the addition of products.

**Responsibilities**:

- Resolve problems by using investigative skills and taking into account customers business and operational practices
- Using analytical, technical and programming skills following programming guidelines
- 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 new 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
- Continually and proactively acquiring and retaining knowledge of the software and systems
- 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

**Knowledge and Experience**:
**Essential**
- Extensive experience in a customer-focused role in a service oriented environment
- Proven experience in a role requiring good written and verbal communication skills

**Desirable**
- Extensive experience in a customer-focused role in a service oriented environment. An understanding of databases
- Preferably experience of working in a distribution environment

**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 essential
- Shift based role - 07h00-16h00; 08h00-17h00 or 09h00-18h00

**Excellent Benefits:

- **

Medical Aid

Pension

Performance Bonus based on Company and Personal performance

20 Days Leave per Annum, 25 days upon 5 year anniversary with the organisation

**Company Information**

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. Kerridge is an award winning and market leading provider of IT solutions to rental companies worldwide.

**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,