Technical Support Analyst

4 weeks ago

Hungerford, United Kingdom Kerridge Commercial Systems Full time

Kerridge Commercial Systems 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, aswell as catering for organisations with 'point-of-sale' showrooms and warehouse

Role Summary

The 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 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
- As one of the main points of Kerridge contact for Customers, the 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 roleinvolves working as part of a team to ensure that the required level of service is maintained 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
- 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
- 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
- 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:

- 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 qualification Knowledge of the Kerridge Application software
- A good knowledge of a structured programming language, preferably KCML
- An understanding of databases
- Be able to investigate unfamiliar problems and generate an effective solution 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

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, maritalstatus, 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._

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