Training Specialist

Kerridge Commercial Systems (KCS) is a market leader in the development and provision of trading and financial software environments for specialist Distribution, Wholesale, Merchant and Retail industry sectors, addressing single
- or multi-branch operations, as well as catering for organisations with 'point-of-sale' showrooms and warehouse.

Role Summary

The Support Team Leader’s main duties will be to:

- Accurately resolve complex problems using investigative and analytical skills
- Identify and replicate problems that require a software change by Development
- Work as part of the Support Team
- Work with other departments to provide solutions to the Customer
- Manage all aspects of the day-to-day operation of a Team of Application Support Analyst’s
- Ensure the Team provides Customers with an efficient, professional high quality Support service in accordance with the Service Level Agreement
- Assist Support Team to resolve problems and queries
- Build and develop good relationships with Customers and other KCS departments
- Support, motivate and develop Support Team
- Ensure Support Team receive the necessary training
- Assist customers with problems and queries relating to the Kerridge system software after they have gone live
- Act as a Mentor to the Trading Support Consultants in order to develop the knowledge of the support team
- Act as an escalation point for the Support Team
- Assist the team leaders with the day - to -day operation of the support team
- Work to provide continual service improvement to the KCS customers
- Be a conduit between Support and Development with regards to issues and enhancements

Key Responsibilities:
The Support Team Leader’s main duties and responsibilities will be:

- Ensuring that the Team provides an efficient high quality Support service in accordance with the Service Level Agreement
- Pro-actively taking an overview of the Support service provided by the Team, addressing any issues as necessary
- Monitoring the Teams call’s on a regular basis and in particular
- Ensuring that the incoming call queues are monitored and actioned effectively on a regular basis
- Reviewing all Team member’s calls on at least a fortnightly basis and offering guidance and advice where necessary
- Ensuring the workload is evenly distributed amongst the Team and the Team member’s undertake a wide variety of calls
- Ensuring the Team provides effective correct and prompt call resolutions, and keep old calls to a minimum
- Identifying personnel with specific training needs or with the potential to develop further, and implementing a training plan
- Developing the Team member’s so they can also undertake chargeable or after sales work including Suppoprt standby and Customer training
- Ensuring the Support Analyst’s work together as a Team and adopt a more pro-active approach to handling Support calls and building good Customer relationships
- Ensuring that the Team provides the appropriate Consultancy assistance to the KCS foreign offices and other KCS departments, for example the Implementation Team
- Ensuring the Team follows and applies the standard Commercial Software Support Procedures and Practices
- Pro-actively undertaking a wide variety of Support calls, other Support work and after sales work following the correct procedures and practices
- Continually and pro-actively acquiring and retaining knowledge of KCS products and systems and encouraging other Support personnel to do this
- Pro-actively adding to and using the Support tools such as Intranet to gain and share knowledge and encouraging other Support personnel to do this
- Improving relationships with Customers, and when necessary acting as a key contact for Customers, preparing for and attending meetings as required
- Effectively handling complaints and call escalation requests from Customers, referring any serious complaints to the Assistant Manager
- Work with the other Team Leaders and Assistant Manager to ensure that a consistent approach is adopted to support at all times by all members of the Support Team’s
- Pro-actively analysing the work undertaken by Support and identifying ways in which repetitive calls can be reduced or eliminated
- Assisting the Management Team to review internal Support procedures and revise or develop new Support procedures, ensuring that all Support personnel are aware of these
- Assisting the Assistant Manager to recruit new Application Support personnel
- Alerting senior personnel and the Management Team as necessary regarding any sensitive Customer issues
- Taking the initiative and identifying ways in which the Support service and/or Support procedures can be improved and work with the Management Team to implement new initiatives
- Undertaking any other projects as required by the Assistan Manager, Application Support Manager or the Chief Operating Officer
- To pro-actively take an overview of the support service provided by their team, addressing any issues as necessary