Support Analyst Intern at Kerridge Commercial Systems South Africa

Working as part of the 1st line Support Service Team you will provide a prompt, accurate and professional response or escalation to all incoming customer queries, with the aim of maintaining customer satisfaction for our automotive products. 

Key Responsibilities:

• To ensure all incoming incidents are responded to promptly. Maintaining a confident and professional approach to all communications
• To efficiently identify the caller and accurately assess their needs or requirements and nature of incident, following specific procedures based upon that assessment. 
• To accurately identify and agree with the customer the severity of the incident allowing effective workload prioritisation to take place. Setting correct customer expectation.   
• To ensure sufficient information is gathered and recorded as a new log on the Support System. The information should be an accurate and complete statement of the customer’s incident together with any actions taken or advice given.  
• To take initial responsibility of the log and attempt to provide a solution using personal knowledge, colleague’s knowledge and available knowledge bases.
• Ensuring customers are kept informed on progress of any open logs for which you have responsibility.
• Where no immediate solution can be found, correct and prompt escalation based on current procedures.  Communicate escalation to customer.
• To undertake such training as deemed appropriate to the post held.
• To maintain an up-to-date knowledge of supported applications and developments.

Additional Duties

• Working individually and as part of a team towards the aims and objectives of the company as a whole.
• To fulfil Departmental requirements in terms of administrative tasks, and to conform to Departmental policies and procedures.
• Maintain ongoing working co-operation with managers and staff within the department and the wider workplace.

The above duties and responsibilities should be regarded as neither exclusive nor exhaustive, as the post holder may be required to undertake other reasonably determined duties commensurate with the post, without changing the general character of the post.

Knowledge and Experience: 

Essential:

• Looking to gain work experience in the relevant field of their qualification
• Not more than 12-18 months of work experience as this is an internship
• 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