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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Manage the IQ Retail support teams with assistance from Team Leaders or Supervisors by:
Recruiting new Support personnel with the assistance of the Incident and Problem Managers and ensure they are all developed, supported and trained effectively at the appropriate time
Provide Motivational and inspirational leadership to the support teams encouraging achievement of targets and customer service excellence
Implementing staffing and scheduling models to ensure guaranteed coverage to the global business
Ensuring the team provide an efficient and high quality support service in accordance with our Service Level Agreement (SLA) and Service Level Objectives (SLO) for both Incidents and Problems
Assisting with Corporate based customer queries and meetings
Ensuring the team follows and applies the standard Support Procedures and the Technical Procedures and Practices
Ensuring the team to adopt a more pro-active approach to handling support calls and building good customer & business partner relationships
Analyse Support team activity and make recommendations for increased Organisational efficiency and effectiveness
Pro-actively review the service provided to the customers and take measures to improve these, including;
Improving relationships with customers & business partners through service review meetings and calls
Effectively handle escalations or complaints regarding all aspects of the support service and ensure these are kept to a minimum
Pro-actively analysing the work undertaken by Support to look for trends that can result in deflection of Incidents
Alerting the management team as necessary regarding any Team issues or problems, and dealing with these as appropriate
Develop new initiatives to improve the Support service
Undertake Projects directed by their manager
Skills, Knowledge And Experience
Essential
Previous Support, Helpdesk
Line Management experience
Experience leading customer meetings
Microsoft operating systems
Effectively communicate and arrange meetings with customers at a MD/CFO level
National & International Travel
Thorough understanding Microsoft operating systems
Thorough understanding of Cloud/VM environments
Thorough understanding networking
Desirable
ITIL Certification
Management Qualifications
Thorough knowledge, installation and support of IQ Retail systems
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