IQ Support Analyst - Stellenbosch at Kerridge Commercial Systems South Africa

We have an exciting opportunity in our IQ Retail Software Support team as a Support Analyst. In this role, you will be responsible for assisting customers with queries and problems relating to the IQ Retail software. 

This is a great opportunity, due to growth in the organization and the addition of products.    

Key Responsibilities:

• Assist customers with problems and queries relating to the application software post the 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 around 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 

Key Requirements:

Essential 

• Extensive experience in a customer-focused role in a service-oriented environment
• An understanding of databases
• Preferably experience working in a distribution environment  

Desirable

• Extensive experience in a customer-focused role in a service-oriented environment
• An understanding of databases
• Preferably experience working in a distribution environment  

Person Specification 

• Be able to investigate unfamiliar problems and generate 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 your 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, proactive approach to work