Finance Support Analyst

**Key Responsibilities**:

Accurately resolve 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
- 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 and Support Standards & Procedures
- Managing, prioritising and progressing their adopted calls, in particular
- 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 form 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
- Assisting less experienced members of the team with their calls
- Continually and pro-actively acquiring and retaining knowledge of KCS products and systems
- Pro-actively using the appropriate tools to gain and share knowledge
- Working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service
- Alerting Senior Application Support Consultants, Team Leaders and Application Support Manager 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 discussing these with the Team Leader or Application Support Manager
- Undertaking any other projects as required by the Support Manager
**Key Requirements**:
Essential:

- Comfortable in handling payroll queries I.e. Should be familiar with EMP501, EMP201 and EasyFile imports
- Proven experience in a role requiring good written and verbal communication skills
- A good knowledge of the Support Team’s Standards and Procedures.

Desirable:

- Knowledge of the IQ Retail Application software or similar
- Experience in a software support environment or similar
- Experience in a stock management environment or similar
- Accounts Consultant should ideally have an Accounting or Business Studies qualification, for example Degree, BTEC, HND or AAT

Special Conditions:

- This role may require travel, therefore a valid driver’s licence is essential
- The following shifts are available:

- 07:00 - 16:00
- 08:00 - 17:00
- 09:00 - 18:00

**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 disability or special need that requires us to adjust the recruiting process please do advise us when contacted.
- 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._