Retailer Support Analyst at Kerridge Commercial Systems South Africa

Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively.

We have an exciting opportunity in our Integrity Support team as a Retailer Support Analyst.  In this role, you will be responsible for assisting customers with queries and problems relating to the Integrity Retailer Software. The Retailer support role is to provide assistance to customers on issues within the trade component of the system as this has a direct impact on their business. Business operations that the Retailer system supports include sales, buying, inventory control, warehousing, delivery management and data analytics, to name a few.

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 considering 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
• Proven experience in a role requiring good written and verbal communication skills  

Desirable

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

Person Specification 

• Be able to investigate unfamiliar problems and generate an effective solution 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 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, pro-active approach to work  

Special Conditions

• This role may require travel, therefore a valid drivers’ licence is essential
• Shift based role – 08:00 – 17:00