Junior Support Analyst at Kerridge Commercial Systems South Africa

The Software Support Department assists customers with queries and problems relating to the VAST & VAST Online application software post implementation.  The Department also provides customers with a wide variety of other services including the installation of new software and training.

Tier 1 analysts are the first port of call for our customers. Our Tier 1 Helpdesk aims to document, understand and help users with varied questions or issues related to their chosen software. 

Key Responsibilities: 

• Triaging customer reported concerns over the telephone and via email
• Accurately logging and prioritizing all incoming communication via KCS ticking system
• Ensure customer account and contact details are kept up to date
• Pro-actively taking ownership of a wide variety of incidents and problems 
• Identifying and escalating problems to level 2 software support where required
• Ensuring all incidents are dealt with efficiently and promptly in accordance with the Service Level Agreement

Managing, prioritising and progressing their adopted incidents, in particular:

• Effectively and promptly resolving incidents, ensuring old incidents are prioritized and kept up to date
• 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 incidents and seeking advice when appropriate
• Using the ITSM system correctly and ensuring that incidents are updated on a regular basis with actions undertaken 
• Regularly updating customers regarding the status of their incidents
• Effectively handling complaints and call escalation requests from customers 
• Identifying customer requests that require sales and notifying correct department
• Continually and pro-actively acquiring and retaining knowledge of KCS 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 as necessary regarding any sensitive customer issues
• Following and applying the standard 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 their manager
• Undertaking any other projects as required by their manager or the Support Director 

Key Requirements: 

• Excellent written and verbal skills
• Great telephone customer service
• Good attention to detail
• Extensive problem-solving ability and deductive logic
• Previous experience with ERP systems advantageous