Senior Technical Support Analyst

The Senior Technical Support Analyst’s main duties will be to:

- Assist customers with problems and queries relating to the Kerridge system software after they have gone live
- Accurately resolve complex problems by using, analytical, technical and programming skills following programming guidelines
- Ensure that all customers receive an efficient, professional high quality Support Service in accordance with the Service Level Agreement
- Assist the management team with the day-to-day operation of the Support Team
- Act as a mentor to the more junior technical analysts and assist them to improve their levels of expertise

As one of the main points of Kerridge contact for Customers, the Senior Technical Support Analyst will be expected to project a professional image at all times and to build up and develop good relationships with Customers and other Kerridge Departments. The role involves working as part of the team, and at the same time pro-actively assisting more junior members of personnel to develop. The Senior Technical Support Analyst must also assist the management team to ensure that the team provides an efficient and effective service at all times.

**Key Responsibilities**:

- 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, including as second level escalation for other team members calls
- 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 Kerridge products and systems
- Acquiring sufficient expertise and knowledge to undertake chargeable or After sales work including: Out of Hours Support, Machine swaps, System Installations and Customer Training
- Pro-actively using the Intranet to share knowledge
- Adopting a pro-active approach to working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service
- Taking responsibility for monitoring and effectively managing the Technical Teams’ call queues and the incoming call queues on a regular basis
- Encouraging the technical analysts to work together as a team and adopt a more pro-active approach to handling support calls
- Assisting the Management team to ensure the teams perform their tasks to a high standard and provide an efficient and effective Support Service
- Alerting Senior personnel and their Manager and/or any of the other Support Managers as necessary regarding any Team issues or problems
- Alerting Senior personnel and their Manager and/or any of the other Support Managers 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 their Manager
- Undertaking any other projects as required by their Manager

Job Function Competencies
- Ability to provide a high quality Support Service, taking ownership of calls and problems, and ensure they are efficiently progressed, escalated and resolved in accordance with the SLA.
- Ability to review and monitor the team's calls on a regular basis and ensure they are being actioned efficiently, effectively and at the appropriate time.
- Ability to continuously develop and share own knowledge of Kerridge products, Services and Systems and assist others to do this.
- Ability to assist the management team with the day-to-day operation of their Support team
- Ability to handle customer complaints effectively and efficiently following the correct procedures
- Ability to accurately resolve complex problems and issues by using analytical, technical and programming skills following programming guidelines

**Key Requirements**:

- Extensive experience in a customer-focused role in a service oriented environment
- A Computer Science degree, or degree with a large element of computing, or equivalent qualifica