Technical Support Analyst

We have an exciting opportunity in our IQ Retail Software Support team as a Technical Support Analyst. In this role, you will be responsible for assisting customers with queries and problems relating to the IQ Retail software.

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

**Key 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 around 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

**Key Requirements**:
**Essential**
- A Computer Science degree, or degree with a large element of computing, or equivalent qualification knowledge
- SQL knowledge and experience
- Coding experience - a good knowledge of a structured programming language, eg. Java, C++
- Experience in a customer-focused role in a service orientated environment

**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

**Company Info**

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 warehouses.

IQ Retail Ltd is part of the KCS Group and is a software development company that provides expertise in complete financial and business administration solutions. IQ Retail has been active in the development of business systems specialising in the accounting and retail management environment since 1986. In this highly competitive market, IQ Retail has grown to become one of the premier providers of innovative and strategic business solutions.

**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 disabi