Principal Consultant - Stellenbosch at Kerridge Commercial Systems South Africa

Key Responsibilities:

• To pro-actively take an overview of the support service being provided, addressing any issues as necessary
• Heavily involved in early triage of prima facia bug candidates and / or incidents to other business areas.
• Pro-actively analysing the work undertaken by Support and identifying ways in which repetitive calls can be reduced or eliminated (Problem Management)
• Continually and pro-actively acquiring and retaining knowledge of IQ Retail products and systems and encouraging other Support personnel to do this
• Undertaking Complex 3rd Line Support calls utilising system knowledge and investigative skills
• Take the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and work with the management team to implement
• Identify Team members with specific training needs or with the potential to develop further through the use of bespoke training plans and mentoring
• Building and Maintaining the Knowledge base with information, how-to’s and pointers to enable Customers and Staff members to self help
• Developing team members through coaching and mentoring to expand the knowledge of the support team
• Improve relationships with customers, and when necessary acting as a key contact
• Effectively handle complaints and call escalation requests from customers
• Undertaking any other projects as required by their Leader, Manager or Director 

Key Requirements:

Essential

• Extensive experience in a customer-focused role in a service-oriented environment
• A Good knowledge of retail operations
• Be able to maintain a professional standard of communication at all levels
• Be organised and manage own workload efficiently
• Be able to investigate unfamiliar problems and generate effective solutions in a systematic and logical manner
• KIQ Retail knowledge
• Advanced analysis skills
• Develop and nurture constrictive working engagement with R&D

Desirable

• Experience of mentoring, coaching or assisting to develop support personnel
• Experience in multiple departments of KCS