Job at Kerridge Commercial Systems South Africa

Job Support 

• Working as part of the 1st line Support Service Team you will provide a prompt, accurate and professional response or escalation to all incoming customer queries, with the aim of maintaining customer satisfaction in MAM and its products.   

Key Responsibilities: 

• Ensure all incoming incidents are responded to promptly whilst maintaining a confident and professional approach to all communications 
• Efficiently identify the caller and accurately assess their needs or requirements and nature of incident, following specific procedures based upon that assessment.  
• Accurately identify and agree with the customer the severity of the incident allowing effective workload prioritisation to take place. Setting correct customer expectation.    
• Ensure sufficient information is gathered and recorded as a new log on the Support System. The information should be an accurate and complete statement of the customer’s incident together with any actions taken or advice given.   
• Take initial responsibility of the log and attempt to provide a solution using personal knowledge, colleague’s knowledge and available knowledge bases. 
• Ensuring customers are kept informed on progress of any open logs for which you have responsibility. 
• Where no immediate solution can be found, correct and prompt escalation based on current procedures.  Communicate escalation to customer. 
• Undertake training as deemed appropriate to the post held. 
• Maintain an up-to-date knowledge of supported applications and developments. 
• Work individually and as part of a team towards the aims and objectives of the company as a whole. 
• Fulfil Departmental requirements in terms of administrative tasks, and to conform to Departmental policies and procedures. 
• Maintain ongoing working co-operation with managers and staff within the department and the wider workplace. 

Key Requirements:

• Good Written and verbal skills 
• Problem-solving ability 
• Good communication skills 
• To be able to work as part of a team 
• Good attention to detail and to be able to record information accurately 
• Being self-motivated  

go to method of application »

Job Summary 

• As the market leader in developing and delivering fully integrated business management solutions our mission is simple: to design, implement and support high performance systems that enable our customers to source effectively, stock efficiently, sell profitably and service competitively on a Global scale.
• The Commercial Software Support Department 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.

Key Responsibilities: 

• Pro-actively taking ownership of a wide variety of calls and problems especially around software deployment
• 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 
• Continually and pro-actively acquiring and retaining knowledge of KCS 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 Team Leader, Manager or the Support Director  

Key Requirements:

• Experience in a customer-focused role
• AS, A level or HND in Computer Science or similar qualification
• An awareness of programming languages or concepts of programming 
• An awareness of databases