Support Analyst - Stellenbosch at Kerridge Commercial Systems South Africa

This position will see supporting UK clients on the K8 Trader product by means of phone, email & teamviewer within UK hours from our Stellenbosch office. 

This position also has a custodian element linked to it I.e. Know what’s going on with any(all) UK calls; necessary for stakeholder meetings such as UK development meetings, highlighting and improving the logging of UK client needs (albeit support, dev program faults or dev enhancements) etc.

Key words summarising this role: Well-versed in Accounting ERP software solutions, Business analyst, Project management, Time management, Enthusiastic, Go-getter, Willing to go the extra mile. 

Key Responsibilities:

• Support clients with problems and queries relating to K8 Trader
• Applying analytical skills in resolving problems
• Test, replicate & logging of enhancements and defects
• Work as part of the support team
• Ensuring all tasks/ incidents are promptly and efficiently logged in accordance with the Service Level Agreement
• Using the incident logging system correctly and ensuring that calls are updated on a regular basis with actions undertaken 
• Regularly updating clients regarding the status of their calls
• Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with the Support Manager
• Undertaking any other projects as required by Team Leader or Support Manager
• Champion UK clients / calls for internal stakeholder meetings (role therefore requires a hint of project management & time management.   

Key Requirements: 

Skills and qualifications

• Grade 12 (Matric) or any other tertiary level education
• Basic accounting, basic technical and business analytical skills
• Interpersonal Skills
• Thorough knowledge of MS Operating Systems (Win 7 to 12)
• Experience in similar ERP or Accounting products and its contents i.e. Inventory management (Ordering, Stock control & Stock adjustment), Point of Sale/ Retail support etc 

Desirable

• MS Excel 1,2 & 3
• SQL
• Project Management Skills
• Software Support
• Helpdesk Experience
• People Skills
• Advanced Troubleshooting skills
• Working independently
• A snr or someone that has a proven track record 

Minimum requirements

• Ability to function in team
• Proficient in English (UK market)
• Ability to use own initiative to ensure customer satisfaction
• Technical and practical approach to problem solving
• Ability to handle conflict situations and to initiate and manage acceptable solutions
• Ideal candidate will have 1-2 years’ experience in a similar position
• Must have reliable transport, valid driver’s license and ID Document.
• Good Communication skills