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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Pro-actively taking ownership of a wide variety of incidents and problems
Ensuring all incidents are dealt with efficiently and promptly in accordance with the Service Level Agreement
Managing, prioritising, and progressing their adopted incidents, in particular:
Effectively and promptly resolving incidents, ensuring old incidents 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 incidents and seeking advice when appropriate
Upgrading customer systems using internal toolsets within the system, this might require:
SQL or PLSQL experience to run scripts or perform manual updates on the database
Unix experience to copy and execute the upgrade installation media
Using the ITSM system correctly and ensuring that incidents are updated on a regular basis with actions undertaken
Regularly updating customers regarding the status of their incidents
Effectively handling complaints and call escalation requests from customers
Identifying incidents that are not support incidents and dealing with these following the correct procedures, for example after sales incidents, chargeable support requests, modification and system change requests etc.
Continually and pro-actively acquiring and retaining knowledge of KCS products and systems
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 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
Skills, Knowledge and Experience:
Extensive experience in a customer-focused role in a service-oriented environment
A Computer Science degree, or diploma, or equivalent qualification Knowledge of the KCS Application software
A good knowledge of a structured programming language, preferably KCML
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