Jobs at Kerridge Commercial Systems South Africa

• KCS Rentals is a market leader in the development and provision of rental industry software 
• Regional Support Manager role manages delivery operations of 1st/2nd line business-to-business software application support teams in local office
• Line managing part of 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 – 60% office based, 40% home based with potential for limited travel to customer sites
• Covering support hours between 8am and 5pm locally, plus any other required hours 

Key Responsibilities: 

• Your responsibilities include but are not exclusive to: 

Customer Service Management - Ensure a first-class service to our customers by:

• Motivation and leadership of the Analysts within the local Support teams, promoting hard work, “no blame” attitude and a positive message
• Management of team rotas, holidays, case load, case progression, case management, customer expectations and escalations
• Manage KPI reporting and processes ensuring services are managed to correct quality
• 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 Incidents and Problems
• Ensuring the team follows and applies the standard Support Procedures 

People Management - Manage your direct reports by:

• Perform regular 1-2-1 sessions to ensure well-being and career progression 
• Facilitate training, development and innovation activities for department 
• Perform Team Leads reviews ensuring standards are maintained and improved
• Manage and act upon customer satisfaction surveys and other feedback
• Provide 1st level of escalation support for customers or direct reports
• Analyse Support Team activity and make recommendations for increased organisational efficiency and effectiveness  

Collaboration - Work as part of Rentals Support and local office management teams:

• Be a thought leader alongside the Global Support Manager to create and deliver strategy
• Responsible for delivery of departmental projects and work packages
• Provide a role-model/aspirational figure within the team, delivering daily examples of expected levels of performance, self-development and “can do” attitude
• Identify and lead on continuous improvement and “shift-left” activities to better serve our customers

Key Requirements: 

Essential

• Excellent IT skills with demonstrable experience in a similar IT application support role
• Experience of managing managers within a technical IT services environment
• 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
• Consistently produce high quality and detailed documentation and reports
• Experience of providing service metrics and working to SLAs and KPIs
• Customer service focused, with experience of working directly with customer management
• Confident leader, with the natural ability to motivate and lead a team
• Decision maker under pressure
• Understands priority and urgency of customers business requirements
• Business/commercial awareness
• IT culture awareness, understanding the requirements of GDPR
• Forward thinking/proactive nature
• Multi-tasker 

Desirable

• Knowledge and experience of Microsoft SQL Server
• Knowledge of Crystal Reports
• Knowledge of Sage Accounting Solutions
• Knowledge of ERP or business IT systems
• Appreciation for all products and services in the inspHire offering
• ITIL Qualified 

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Happy Customers lead to retention of their business as well as turning them into advocates for the company which attracts new business opportunities.  The Customer Success Team have the goals of acting as the advocate for the customer within the company and to develop a holistic view of all technical aspects of every customer.  Customers Success will manage all issues affecting customer sentiment and work on plans to increase this. 

The Customer Success Advisor will be responsible for managing initial customer interactions and driving success for customers through improving communication and collaboration across support teams.  

They will work with the Global Customer Success Managers to identify customers who might need additional support from recognising customer sentiment and providing appropriate advocacy for the customer within KCS. 

Key Responsibilities:

Undertaking Support administration tasks, to include

• Provide a professional and prompt service to Customers for call progress enquiries and escalations
• Obtaining additional information from Customer for Support cases so that there is sufficient information for the case to be progressed
• Work with members of the wider Support team and other departments to ensure that Customers receive a prompt and efficient service
• Running Customer reports
• Sending and processing disclaimer letters, for example KCC user and Admin User access

Maintain the Customer data within the systems used by the Support team, to include

• Cherwell
• Cherwell Customer Portal
• KCS Online
• Using the call logging system correctly ensuring that their calls are updated on a regular basis with actions undertaken and escalating where appropriate
• Alerting the Customer Success Managers and / or Support Leadership team as necessary regarding sensitive Customer issues
• Work with the Global Customer Success team on initiatives that include
• Drive a culture of Customer Delight
• Drive Customer Success strategies into the different Support Teams
• Help define, monitor and promote compliance of Service Level Objectives and manage these across the different KCS teams.
• Help to identify key performance metrics to understand customer technical health
• Monitor and manage customer service delivery focusing on KPI achievement and call reduction.
• Work on initiatives to influence customer behaviour
• Undertaking any other projects as required by their Manager 

Key Requirements:

• Experience in an Administrative role
• Extensive experience in a Customer-focused role in a service oriented environment
• Strong face-to-face, telephone and email communication skills.
• Ability to be effective and maintain strong internal and external relationships working in a global, virtual setting
• Reasonable PC skills and preferable knowledge of Microsoft products including Work, Excel and PowerPoint
• Knowledge or reporting toolsets
• Preferably knowledge of Cherwell ITSM system
• Strong team player but still a self-starter
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly 

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Kerridge CS Commercial Systems is a market leader in the development and provision of trading and financial software environments for specialist Distribution, Wholesale, Merchant and Retail industry sectors, addressing single or multi-branch operations, as well as catering for organisations with 'point-of-sale' showrooms and warehouses. 

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

Role Summary

The Support Team Leader’s main duties will be to:

• Support Customers with problems and queries relating to the KerridgeCS application software
• Accurately resolve complex problems using investigative and analytical skills
• Identify and replicate problems that require a software change by Development
• Work as part of the Support Team
• Work with other departments to provide solutions to the Customer
• Manage all aspects of the day-to-day operation of a Team of Application Support Analyst’s
• Ensure the Team provides Customers with an efficient, professional high quality Support service in accordance with the Service Level Agreement
• Assist Support Team to resolve problems and queries
• Build and develop good relationships with Customers and other KCS departments
• Support, motivate and develop Support Team
• Ensure Support Team receive the necessary training 

Key Responsibilities:

The Support Team Leader’s main duties and responsibilities will be:

• Ensuring that the Team provides an efficient high quality Support service in accordance with the Service Level Agreement
• Pro-actively taking an overview of the Support service provided by the Team, addressing any issues as necessary
• Monitoring the Teams call’s on a regular basis and in particular …
  • Ensuring that the incoming call queues are monitored and actioned effectively on a regular basis
  • Reviewing all Team member’s calls on at least a fortnightly basis and offering guidance and advice where necessary
  • Ensuring the workload is evenly distributed amongst the Team and the Team member’s undertake a wide variety of calls
  • Ensuring the Team provides effective correct and prompt call resolutions, and keep old calls to a minimum
• Identifying personnel with specific training needs or with the potential to develop further, and implementing a training plan 
• Developing the Team member’s so they can also undertake chargeable or after sales work including Suppoprt standby and Customer training 
• Ensuring the Support Analyst’s work together as a Team and adopt a more pro-active approach to handling Support calls and building good Customer relationships
• Ensuring that the Team provides the appropriate Consultancy assistance to the KCS foreign offices and other KCS departments, for example the Implementation Team
• Ensuring the Team follows and applies the standard Commercial Software Support Procedures nd Practices
• Pro-actively and regularly reviewing the skill base and composition of the Team to ensure the optimum service is delivered, making best use of resources and recommending changes as appropriate 
• Alerting the Assistant Manager as necessary regarding any Team issues or problems, and dealing with these when appropriate
• Pro-actively undertaking a wide variety of Support calls, other Support work and after sales work following the correct procedures and practices
• Continually and pro-actively acquiring and retaining knowledge of KCS products and systems and encouraging other Support personnel to do this
• Pro-actively adding to and using the Support tools such as Intranet to gain and share knowledge and encouraging other Support personnel to do this
• Improving relationships with Customers, and when necessary acting as a key contact for Customers, preparing for and attending meetings as required
• Effectively handling complaints and call escalation requests from Customers, referring any serious complaints to the Assistant Manager 
• Work with the other Team Leaders and Assistant Manager to ensure that a consistent approach is adopted to support at all times by all members of the Support Team’s
• Pro-actively analysing the work undertaken by Support and identifying ways in which repetitive calls can be reduced or eliminated 
• Assisting the Management Team to review internal Support procedures and revise or develop new Support procedures, ensuring that all Support personnel are aware of these
• Assisting the Assistant Manager to recruit new Application Support personnel 
• Alerting senior personnel and the Management Team as necessary regarding any sensitive Customer issues
• Taking 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 new initiatives
• Undertaking any other projects as required by the Assistan Manager, Application Support Manager or the Chief Operating Officer 

Job Function Competencies

•  Motivate and lead the Team
•  Assist the Team with complex problems 
•  Assist the Team to prioritise workload
•  Analyse workload as required (by individual, by Customer, by module etc)
•  Identify Team training requirements
•  Identify areas for improvement and make recommendations 

Key Requirements: 

Experience and/or Qualifications Required 

Essential 

• Extensive experience in a Customer-focused role in a service-oriented environment
• A good knowledge of the Support Team procedures and practices 

Desirable 

• In depth knowledge of KCS Application Software
• Experience of mentoring and/or assisting to develop Support personnel 

Personal Skills Required 

Essential

• Strong leadership, motivational and coaching skills
• Ability to talk to all levels of Customer’s (from end user to Directors)
• Possess good investigation skills to tackle unfamiliar problems using previous experience within the role
• Systematic and logical approach to problem solving
• Good written and verbal communication skills
• Be professional, organised and be able to prioritise and manage workload
• Adaptable, positive and pro-active
• Able to work under pressure
• Calm under pressure
• Strong customer service skills 

Desirable 

• Good listener