Current Vacancies at Kerridge Commercial Systems South Africa

This position will see supporting UK clients on the K8 Trader product by means of phone, email & teamviewer within UK hours from our Stellenbosch office. 

This position also has a custodian element linked to it I.e. Know what’s going on with any(all) UK calls; necessary for stakeholder meetings such as UK development meetings, highlighting and improving the logging of UK client needs (albeit support, dev program faults or dev enhancements) etc.

Key words summarising this role: Well-versed in Accounting ERP software solutions, Business analyst, Project management, Time management, Enthusiastic, Go-getter, Willing to go the extra mile. 

Key Responsibilities:

• Support clients with problems and queries relating to K8 Trader
• 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
• Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with the Support Manager
• Undertaking any other projects as required by Team Leader or Support Manager
• Champion UK clients / calls for internal stakeholder meetings (role therefore requires a hint of project management & time management.   

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
• Project Management Skills
• 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 (UK market)
• Ability to use own initiative to ensure customer satisfaction
• Technical and practical approach to problem solving
• Ability to handle conflict situations and to initiate and manage acceptable solutions
• Ideal candidate will have 1-2 years’ experience in a similar position
• Must have reliable transport, valid driver’s license and ID Document.
• Good Communication skills 

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• inspHire is a market leader in the development and provision of rental industry software 
• Helpdesk Analyst role provides 1st line business-to-business software application support
• Working in a global team supporting inspHire products as well as databases, reporting tools, MS Server and Desktop operating systems plus other third-party applications
• Communicating via multiple media – phone, e-mail, chat
• Creating documentation and delivering customer training where required
• Hybrid role – 100% home based, potential for some office attendance as required
• Covering support hours overnight from Sunday to Thursday and covering NZ working day on a rota basis i.e. 10pm – 8am and moving throughout the year to match daylight savings in South Africa and New Zealand 

Key Responsibilities: 

Your responsibilities include but are not exclusive to: 

• Deliver a first-class service to our customers
• Answer questions and troubleshoot issues quickly and efficiently.
• Provision of high-quality updates to customers on a regular basis.
• Correctly set the customers’ expectations.
• Deliver on promises
• Take personal responsibility for every case ensuring a proactive approach to resolution and ensure all parties are kept updated
• Proactive management of assigned cases
• Maintain excellent quality of cases with detailed notes
• Always display a positive and can-do attitude
• Identify solutions and preventative measures to improve the customer’s experience
• Ensure all cases are progressed in line with InspHire SLA’s.
• Team Working: Proactively share knowledge, help during times of leave/absence, and share service improvement opportunities.
• Be curious to change, evolve and develop in ways that help us better serve our customers.

Key Requirements: 

Essential

• Good IT skills with demonstrable experience in a similar IT support role
• Knowledge of Microsoft Operating Systems (Server and Desktop Editions)
• Intermediate knowledge of Microsoft SQL database structures
• Experience of supporting applications with MS SQL databases, including script/query writing
• Knowledge of ERP or business IT systems 
• Always display a “customer first" attitude
• Ability to work under pressure in a fast-paced environment
• Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner
• Ability to troubleshoot and strive for first time resolution of issues.
• Consistently produce high quality and detailed work

Desirable

• Knowledge of Crystal Reports
• Knowledge of Sage Accounting Solutions
• Appreciation for all products and services in the inspHire offering

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Key Responsibilities:

• To pro-actively take an overview of the support service being provided, addressing any issues as necessary
• Heavily involved in early triage of prima facia bug candidates and / or incidents to other business areas.
• Pro-actively analysing the work undertaken by Support and identifying ways in which repetitive calls can be reduced or eliminated (Problem Management)
• Continually and pro-actively acquiring and retaining knowledge of IQ Retail products and systems and encouraging other Support personnel to do this
• Undertaking Complex 3rd Line Support calls utilising system knowledge and investigative skills
• Take the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and work with the management team to implement
• Identify Team members with specific training needs or with the potential to develop further through the use of bespoke training plans and mentoring
• Building and Maintaining the Knowledge base with information, how-to’s and pointers to enable Customers and Staff members to self help
• Developing team members through coaching and mentoring to expand the knowledge of the support team
• Improve relationships with customers, and when necessary acting as a key contact
• Effectively handle complaints and call escalation requests from customers
• Undertaking any other projects as required by their Leader, Manager or Director 

Key Requirements:

Essential

• Extensive experience in a customer-focused role in a service-oriented environment
• A Good knowledge of retail operations
• Be able to maintain a professional standard of communication at all levels
• Be organised and manage own workload efficiently
• Be able to investigate unfamiliar problems and generate effective solutions in a systematic and logical manner
• KIQ Retail knowledge
• Advanced analysis skills
• Develop and nurture constrictive working engagement with R&D

Desirable

• Experience of mentoring, coaching or assisting to develop support personnel
• Experience in multiple departments of KCS