Technical Support Analyst at Kerridge Commercial Systems South Africa

The Technical Support Analyst’s main duties will be to:

• Assist customers with problems and queries relating to the Kerridge system software after they have gone live
• Accurately resolve problems by using, analytical, technical and programming skills following programming guidelines
• Ensure that all customers receive an efficient, professional high quality Support Service in accordance with the Service Level Agreement

As one of the main points of Kerridge contact for Customers, the Technical Support Analyst will be expected to project a professional image at all times and to build up and develop good relationships with Customers and other Kerridge Departments. The role involves working as part of a team to ensure that the required level of service is maintained at all times.

Key Responsibilities

The post-holder will be responsible for:

• 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 arounds 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 Kerridge 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
• 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

Job Function Competencies

• Ability to use call logging correctly and update calls regularly on actions taken
• Ability to provide a high quality Support Service, taking ownership of calls and problems and ensure they are efficiently progressed, escalated and resolved in accordance with the SLA.
• Ability to continuously develop and share own knowledge of Kerridge products, Services and Systems.
• Ability to follow and apply the Commercial Support standard Procedures and Practices.
• Ability to accurately resolve problems and issues by using analytical, technical and programming skills following programming guidelines.

Key Requirements

• Extensive experience in a customer-focused role in a service oriented environment
• A Computer Science degree, or degree with a large element of computing, or equivalent qualification Knowledge of the Kerridge Application software
• A good knowledge of a structured programming language, preferably KCML
• An understanding of databases

Personal Skills Required

The Technical Support Analyst must:

• 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