Current Openings at Kerridge Commercial Systems South Africa

• As a Support Analyst, you will be an integral member of the team and responsible for assisting customers on the Palladium 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 Palladium customers.

Key Responsibilities

• Support customers with problems and queries relating to the Palladium 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 Palladium 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 

Essential

Skills, Knowledge and Experience:

• 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 
   

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Key Responsibilities

• 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
• Microsoft operating systems
• SQL
• Fast Report writer

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• This position will see supporting clients on the IQ Retail product by means of phone, email & TeamViewer from our Stellenbosch office.
• Key words summarising this role: Go-getter, Willing to go the extra mile.

Key Responsibilities

• Support clients with problems and queries relating to IQ Retail
• 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
• Undertaking any other projects as required by Team Leader or Support Manager 

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
• 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
• Ability to use own initiative to ensure customer satisfaction
• Technical and practical approach to problem solving
• Must have reliable transport, valid driver’s license and ID Document.
• Good Communication skills 
   

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Key Responsibilities

• System Monitoring: Continuously monitor systems and networks to detect and address issues
• Technical Support: Provide round-the-clock support for hardware, software, and network issues 
• Troubleshooting: Diagnose, escalate and resolve technical problems quickly to minimize downtime.
• User Assistance: Respond to user inquiries and provide guidance on IT-related matters.
• Maintenance: Perform regular maintenance tasks, including updates and backups.
• Customer Service: Strong interpersonal skills to interact effectively with users at all levels of the organization.
• Documentation: Maintain accurate records of issues and solutions for future reference. 

Skills, Knowledge And Experience

• Have a sound understanding of modern IT equipment, including PCs, Networks, Routers, Switches, Storage Area Networks and the like; be IT literate and have basic Windows operating system knowledge (Linux knowledge will be a bonus).
• Have the ability to work through basic problems logically, suggest solutions and be able to recognise when problems or situations need to be escalated.
• Have the ability to work as part of a team, but also be able to work alone when necessary.
• Have the ability to understand why excellent customer service, time keeping, and flexibility, matters. 
• Possess good written and verbal communication skills, have attention to detail and sound time management skills.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) would be an advantage.

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Key Responsibilities

• To take a lead installing the K8 Trader software, responsible for the configuration of the K8 Trader system.
• To advise customers on the use of software for their particular business. 
• Database build services importing data as supplied by the customer.
• To provide associated business module training and consultancy on business best practice.
• To resolve, or assist in the resolution, of customer system queries arising from the implementation. 
• To liaise with the customers to define, or help define, specifications for modifications to the software related to the implementation of a system.
• Go Live support services and handover to the K8 Trader Support department.
• Production and submission of consultancy documentation in line with company procedures and submitted in a timely manner. 
• Backup to the K8 Trader Application Support team for the Live customer base.

Essential

Skills, Knowledge and Experience:

• Proven experience working as an implementer for a software house or senior experience gained in the distribution sector such as a Builders Merchant, Plumbers Merchant, Electrical Wholesaler or other distribution or ERP businesses.
• Excellent consultancy and communication skills to deliver high quality end user training.
• Demonstrable configuration and implementation experience relating to ERP including GO LIVE’S and working knowledge of standard / typical Supply Chain processes and functions within the UK market.
• End to End delivery experience. 
• Proficient in Microsoft Office and producing high quality consultancy documents i.e. Visit Forms, Visit Notes and business cases including business discovery and producing system specifications.
• Excellent customer service and customer facing skills to work alongside customers on and off site. 

Desirable

• Sound working knowledge of UK trading and finance ERP business processes and procedures, including day to day transactions, month end and yearend activities.
• Requires in-depth knowledge and understanding of at least one area of expertise such as trading systems (ideally K8 Trader).
• Overseas Trading end-to-end implementation experience. 
   

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Key Responsibilities

• Collaborate with cross-functional teams, including product managers, designers, and other developers, to gather and analyse requirements, and translate them into working technical solutions
• Be responsible for the design, development, testing, and deployment of modern cloud native web applications and APIs
• Demonstrate a high level of software craftsmanship, commitment to quality, and a conscientious approach to work
• Utilise modern design principles and best practices to produce, clean, secure and maintainable code
• Demonstrate a comprehensive understanding of source control tools such as Git, GitHub, and Azure DevOps, as well as the concepts of Branching, Merging and Pull Requests
• Be comfortable working with databases, including PostgreSQL and MS SQL Server, to help develop highly efficient and scalable data storage solutions
• Have a DevOps mindset, and actively participate in all aspects of the software development lifecycle, including the implementation and maintenance of CI/CD pipelines to automate build, test, and deployment processes
• Conduct comprehensive testing, and be comfortable with the concepts of unit, integration, and end-to-end testing, to ensure first class software quality and reliability
• Stay up to date with industry trends, best practices, and emerging technologies related to cloud native development

Skills, Knowledge And Experience

• Collaborate with cross-functional teams, including product managers, designers, and other developers, to gather and analyse requirements, and translate them into working technical solutions
• Be responsible for the design, development, testing, and deployment of modern cloud native web applications and APIs
• Demonstrate a high level of software craftsmanship, commitment to quality, and a conscientious approach to work
• Utilise modern design principles and best practices to produce, clean, secure and maintainable code
• Demonstrate a comprehensive understanding of source control tools such as Git, GitHub, and Azure DevOps, as well as the concepts of Branching, Merging and Pull Requests
• Be comfortable working with databases, including PostgreSQL and MS SQL Server, to help develop highly efficient and scalable data storage solutions
• Have a DevOps mindset, and actively participate in all aspects of the software development lifecycle, including the implementation and maintenance of CI/CD pipelines to automate build, test, and deployment processes
• Conduct comprehensive testing, and be comfortable with the concepts of unit, integration, and end-to-end testing, to ensure first class software quality and reliability
• Stay up to date with industry trends, best practices, and emerging technologies related to cloud native development

Required Skills

• Bachelor's degree in Computer Science, Software Engineering, or a related field
• Strong proficiency in the following:
• C#, NuGet and XUnit
• .NET Core and ASP.NET Core
• Visual Studio and VS Code
• Source Control (using Git, GitHub and Azure DevOps)
• Databases and data storage (using PostgreSQL, MS SQL and Redis)
• Containerization (using Docker)
• Experience in developing cloud native web applications and APIs
• Familiarity with microservices architecture and design patterns
• Good understanding of cloud computing concepts and cloud-native development principles
• Knowledge of DevOps practices and CI/CD pipelines
• Excellent problem-solving and analytical skills
• Ability to work in a fast-paced, agile environment and manage multiple tasks simultaneously
• Continuous learning mindset and a passion for technology

Beneficial Skills

• Knowledge of HTML/CSS
• Knowledge of JavaScript (with a focus on ES6 and modern JavaScript frameworks such as Ember, Angular and React)
• Understanding of Azure or other popular Cloud provider