Payroll/Accounts Software Support Analyst at Kerridge Commercial Systems South Africa

Role Summary:

• This role will primarily be a Software Support function.
• Some office administration duties will be required.
• Coverage for reception is essential.

Main Duties and Responsibilities:

• Support customers with problems and queries relating to the IQ Retail application software that’s of an accounting and(or) Payroll nature
• 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 and Support Standards & Procedures
• 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 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
• Assisting less experienced members of the team with their calls
• 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 Team Leader or Application Support Manager
• Undertaking any other projects as required by the Support Manager

Essential:

• Comfortable in handling payroll queries I.e. Should be familiar with EMP501, EMP201 and EasyFile imports
• Ability to converse in both English & Afrikaans
• Proven experience in a role requiring good written and verbal communication skills
• A good knowledge of the Support Team’s Standards and Procedures.

Desirable:

• Knowledge of the IQ Retail Application software or similar
• Experience in a software support environment or similar
• Experience in a stock management environment or similar
• Accounts Consultant should ideally have an Accounting or Business Studies qualification, for example Degree, BTEC, HND or AAT

Special Conditions:

• This role may require travel, therefore a valid driver’s licence is essential
• The following shifts are available:  
• 07:00 – 16:00
• 08:00 – 17:00
• 09:00 – 18:00