ERP Technical Support Analyst (Evening/Weekend Shifts) at Kerridge Commercial Systems South Africa

The Role:

Working as part of the Technical Support Team you will provide prompt, accurate and professional resolution or escalation to all incoming customer queries, both over the phone and via our internal ticketing system. As a Support Technician you will use your knowledge of KCS proprietary software products, Windows operating system environments as well as SQL Server to effectively diagnose and triage a wide range of customer issues and requests.

Specific Duties and Responsibilities:

• To ensure all incoming incidents are responded to promptly. Maintaining a confident and professional approach to all communications.
• To efficiently identify the caller and accurately assess their needs or requirements and nature of incident, following specific procedures based upon that assessment.
• To accurately identify and agree with the customer the severity of the incident allowing effective workload prioritisation to take place and alignment of customer expectations.
• To ensure relevant information is gathered and recorded within the support call management system. The information should be an accurate and complete statement of the customer’s incident together with any actions taken or advice given.
• To take initial responsibility of the issue and attempt to provide a solution using all available knowledge resources.
• Ensuring customers are kept informed on progress of any open issues for which you have responsibility.
• Where no immediate solution can be found, correct and prompt escalation based on current procedures is provided.
• Continually develop product expertise by reviewing new functionality, testing product issues, and utilizing internal resources.

Requirements:

• Bachelor's degree or equivalent.
• Excellent interpersonal skills.
• Effective decision making and problem-solving skills.
• Strong organizational skills.
• Effective analytical ability, particularly in a technical environment.
• Excellent written and verbal communication skills.
• Full training will be given, however previous experience in an ERP environment would be desirable.
• Experience working with relational databases or SQL would also be desirable, as would be experience within the Automotive Parts Industry.