Support Analyst

2 weeks ago

Stellenbosch, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full time

**Kerridge Commercial Systems (KCS) is a market leader in the development and provision of trading and financial software environments for specialist Distribution, Wholesale, Merchant, Automotive and Retail industry sectors, addressing single - or multi-branch operations, as well as catering for organizations with 'point-of-sale' showrooms and warehouse.** The Professional Services Department provides customers with a wide variety of services including the configuration of new software, consulting and customer training. **Position Overview**: Creating documentation and delivering customer training where required Hybrid role - 40% home and 60% office based, potential for limited travel to customer sites Covering support hours between 8am and 10pm on a rota basis **Main Duties and Responsibilities**: - Deliver a first-class service to our customers - Answer questions and troubleshoot issues quickly and efficiently. - Provision of high-quality updates to customers on a regular basis. - Correctly set the customers’ expectations. - Deliver on promises - Take personal responsibility for every case and ensure all parties are kept updated - Proactive management of assigned cases - Maintain excellent quality of cases with detailed notes - Always display a positive and can-do attitude - Identify solutions and preventative measures to improve the customer’s experience - Case Management: Take personal accountability for all cases assigned to you ensuring a proactive approach to resolution is taken. - Team Working: Proactively share knowledge, help during times of leave/absence, and share service improvement opportunities. - Be curious to change, evolve and develop in ways that help us better serve our customers. **Skills, Knowledge and Experience**: - Good IT skills with demonstrable experience in a similar IT support role - Knowledge of Microsoft Operating Systems (Server and Desktop Editions) - Intermediate knowledge of Microsoft SQL database structures - Always display a “customer first" attitude - Ability to work under pressure in a fast-paced environment - Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner - Ability to troubleshoot and strive for first time resolution of issues. - Consistently produce high quality and detailed work - Knowledge of Crystal Reports (desirable) - Knowledge of Sage Accounting Solutions (desirable) - Knowledge of ERP or business IT systems (desirable) Equal Opportunities: KCS Group is an equal opportunity employer and values diversity. 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.

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