Jobs at Kerridge Commercial Systems South Africa

The Trade support intern role is to provide assistance to customers on issues within the trade component of the system as this has a direct impact on their business. Business operations that the K8 system supports include sales, buying, inventory control, warehousing, delivery management and data analytics, to name a few. 

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
• Work with other departments to provide solutions to the customer
• 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 efficient service
• Alerting Senior Application Support Consultants, Team Leaders and Application Support Manager 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 Application Support Manager
• Undertaking any other projects as required by the Support Manager 

Key Requirements: 

Essential:

• Looking to gain work experience in the relevant field of their qualification
• Good 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  

Desirable:

• In the process of or have completed an IT degree or diploma 
• Any understanding of software and/or software support environments would be an advantage. 
• Basic grasp of business processes and operations  

Person Specification: 

• Be able to investigate unfamiliar problems and generate an effective solutions in a systematic and logical manner
• Have excellent customer care and strong interpersonal skills
• Project a professional image
• Be adaptable and work as an effective member of a team
• Be organised and manage own workload efficiently
• Maintain a professional standard of communication at all levels
• Work conscientiously and use initiative
• Be calm under pressure and manage stressful situations
• Adopt a positive, pro-active approach to work 

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Role Summary

• To assist in the demonstration, business discovery, installation, training and implementation of KCS systems at customer sites delivering consultancy services.  You will also be involved with working with our in-house Development team to produce detailed, accurate system specifications or undertake system testing.  
• To liaise with other departments and customers during the implementation and to assist in the resolution of problems on behalf of the customer resulting from the practical application of the software.  
• Providing support, knowledge transfer and assisting System Consultants or colleagues as necessary. 
• The role involves travel (your own vehicle is an essential part of the role) to customer sites across UK, Scotland and Ireland and may also include overseas travel and travel to our other offices in the UK, Ireland, Netherlands and South Africa. 

Key Responsibilities: 

• To take a lead within the implementation teams responsible for the installation and setup of systems, and to advise both consultants and customers on the use of accounts specific software modules for their particular business.  The role requires experience of all accounting business practise includings: General Ledger: Chart of Accounts, Groupings, Postings, Journals, Cash Book, Period Ends.  Accounts Payable: Accounts Creation, Enquiries, Expenses, Invoices,Inv Matching, Payments. Account Receivable: Credit Applications, Account Creation, Enquiries, Credit Release,Customer Payments, Credit Chasing. Accounts Ledger: Branch Setup, Assets, Posting Tables, Asset Reports. Auditing, Instrastat, Reports etc.  
• To provide Accounts and associated applications training and demonstration including undertaking 
• demonstrations to support pre-sale consultancy.
• To provide Accounts application training & consultancy for the customer.
• To take responsibility within an implementation to ensure all customer documentation is completed and in particular that a pre live check list is completed and that the customer is ready to go live.
• To resolve, or assist in the resolution, of customer problems and queries arising from the implementation and subsequent live operation of standard or modified software at customer sites.
• To attend project meetings when required, internally or with clients, to gain or impart knowledge on current status of projects and to document details when appropriate.
• To assist the support function at all times on current or previously implemented systems, as and when required, by taking support calls from clients when appropriate.
• To liaise with the customers to define, or help define, requirements, specifications for modifications to the software.
• To assist the development team with understanding of specifications during the development of modifications and subsequently test and document developed changes.
• To train colleagues in the operation of modified software, as and when required, to ensure a smooth hand over of projects to the support function.
• To train the customer’s project team and provide knowledge transfer in the operation of modified software, as and when required.
• To cover for colleagues, as and when required, in all areas where knowledge overlaps, and to undertake other such duties as may reasonably be requested.
• Production and submission of consultancy documentation in line with company procedures and submitted in a timely manner. Timesheet completion in line with company procedures. 

Job Function Competencies 

• Train customers (and others) in the use of the K8 application or other systems after training. 
• Produce accurate specifications suitable for developers. Test modifications and provide good quality documentation for proof of testing.
• Deliver high-quality Accounts Consultancy and support the implementation process pre/post live including, investigate and document project issues.
• Support customers during and after the go live process.
• Record and manage implementation queries and issues following company policies and procedures. 
• Accurate and timely production of customer site visit forms and timesheet submission to enable customer billing to commence. 

Key Requirements:

• Educational/vocational qualifications, technical skills, commercial work experience
• The role requires you to have a valid driving license and a suitable vehicle to travel long distances. 
• Accounting knowledge at a business level is essential to undertake this role. 
• AAT or recognised Accountancy qualification would be advantageous. 
• A minimum of 2 years experience working as a consultant 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.
• Sound working knowledge of customer and business account practices, including day to day transactions, month end, year-end and audit activities.
• Demonstrable configuration, installation and implementation experience relating to ERP Go Live’s including working knowledge of Accounting processes.
• Exposure or qualification in PRINCE 2 or other recognised project methodology.
• Excellent customer service and customer facing skills to work alongside customers on and off site.
• Proficient in Microsoft Word, Excel and Project
• Knowledge of Database platforms for ERP solutions e.g. Oracle or similar would be advantageous. 

Personal Skills Required 

• Soft skills such as communication, presentation, personal attributes.
• Excellent written and verbal communication skills with the ability to communicate at both board and end user level
• Strong interpersonal skills with the ability to interact with diverse groups of individuals and maintain effective working relationships within a team environment
• Ability to work under pressure with limited time, direction and guidance to complete tasks in a timely and accurate manner
• The ability to present in a professional and structured manner up to board level
• Be able to investigate issues and generate an effective solution in a systematic and logical manner
• Maintain professional communication at all levels
• Project a professional image at all times
• Be adaptable and work as an effective member of a team
• Be organised and manage workload efficiently in particular submitting consultancy documentation, timesheets, site visits, obtaining customer sign off for consultancy work undertaken
• Work conscientiously and use own initiative
• Be calm under pressure and manage stressful situations
• Adopt a positive, pro-active approach to work.
• Ability to recognise how, when and to whom an issue should be escalated.
• Ability to delegate and supervise activities and tasks.