KCS provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world.
With a unique depth of knowledge and experience in the distributive trades that stretches over 40 years, our wide range of clients includes wholesalers, distr...
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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
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