Finance Support Analyst at Kerridge Commercial Systems South Africa

Key Responsibilities

• Support customers with problems and queries relating to the KCS application software
• 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
• 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
• 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
• Following and applying the standard Commercial Software Support Procedures and Practices
• Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with the Application Support Manager
• Undertaking any other projects as required by the Support Manager

Key Requirements

Knowledge and Experience:

Essential

• Finance Analysts will have a good general knowledge of accounting principles to trial balance level
• Excellent written and verbal communication skills
• Microsoft Office skills with in depth Excel knowledge

Desirable

• Finance Analyst should ideally have an Accounting or Business Studies qualification, for example Degree, BTEC, HND or AAT
• Understanding of standard business practises and Finance procedures as well as ERP systems
• Knowledge of the KCS Application software or ERP software
• Experience in a software support environment or similar

Person Specification

• Be able to investigate unfamiliar problems and generate an effective solutions 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 driver’s licence is desirable
• Support Interns are required to work 3 standard shifts with an hour unpaid lunch break
• 07:00 – 16:00
• 08:00 – 17:00
• 09:00 – 18:00