Support Analyst Intern - Johannesburg at Kerridge Commercial Systems South Africa

The Trade support intern 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 K8 system supports include sales, buying, inventory control, warehousing, delivery management and data analytics, to name a few. 

Key Responsibilities:

• Support customers with problems and queries relating to the KCS application software
• 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
• 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 form 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
• 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 Application Support Manager
• Undertaking any other projects as required by the Support Manager 

Key Requirements: 

Essential:

• Looking to gain work experience in the relevant field of their qualification
• Good written and verbal communication skills 
• Tech savvy and computer proficient 
• Attention to detail 
• Customer and service focused 
• Driven, proactive and motivated personality 
• Flexible to changes in tasks and the support environment
• Good Problem-solving skills 
• Eager to learn and apply new skills and concepts  

Desirable:

• In the process of or have completed an IT degree or diploma 
• Any understanding of software and/or software support environments would be an advantage. 
• Basic grasp of business processes and operations  

Person Specification: 

• Be able to investigate unfamiliar problems and generate an effective solutions 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