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  • Posted: Nov 23, 2020
    Deadline: Not specified
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    KCS provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade wherever they are in the world. With a unique depth of knowledge and experience in the distributive trades that stretches over 40 years, our wide range of clients includes wholesalers, distrib...
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    ERP Application Support Analyst

    Responsibilities:

    • Assist customers with problems and queries relating to the application software post-implementation and the GO LIVE
    • 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 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 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
    • Following and applying the standard Commercial Software Support Procedures and Practices
    • 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

    Knowledge and Experience:

    Essential

    • Extensive experience in a customer-focused role in a service-oriented environment
    • Proven experience in a role requiring good written and verbal communication skills

    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 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

    Special Conditions

    • This role may require travel, therefore a valid drivers’ licence is essential
    • Shift based role - 07h00-16h00; 08h00-17h00 or 09h00-18h00

    Method of Application

    Interested and qualified? Go to Kerridge Commercial Systems South Africa on www.linkedin.com to apply

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