Trade Support Analyst at Kerridge Commercial Systems South Africa

Job Summary

The Support team at KCS assists customers with queries and problems relating to the KCS application software post implementation. The Department also provides customers with a wide variety of other services including the installation of new software and customer training. 

As a Trade Support Analyst, you will be an integral member of the team and responsible for assisting customers on the K8 application with problems and queries relating to the system software after the customers have gone live; act as a mentor to fellow team members to develop knowledge in the team and work to provide continual service improvement to KCS customers;  

The Trade Support Analyst will report to a team leader within the Trade Support team.  

Key Responsibilities:

• Support customers with problems and queries relating to the KCS application software
• Accurately resolve problems using investigative and analytical skills
• Identify and replicate problems that require a software change by Development
• Work as part of the Support team
• 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
• 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 form 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
• Continually and pro-actively acquiring and retaining knowledge of KCS products and systems
• Pro-actively using the appropriate tools to gain and share knowledge
• Working with members of the Support Team and other departments to ensure that customers receive a prompt and efficient service
• Alerting Senior Support Analysts, Team Leaders and 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 the Manager
• Undertaking any other projects as required by the Manager 

Key Requirements: 

Essential

• Looking to build a career in the IT/business software field
• Professional 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 
• Project a professional image
• Be adaptable and work as an effective member of a team
• Be organised and manage own workload efficiently
• Be able to investigate unfamiliar problems and generate effective solutions in a systematic and logical manner
• Be calm under pressure and manage stressful situations
• Adopt a positive, pro-active approach to work 

Desirable

• Any understanding of software and/or software support environments would be an advantage. 
• Basic grasp of business processes and operations