Internship Opportunities at Kerridge Commercial Systems South Africa

Key Responsibilities:

• Triage support cases as they are logged with the KCS, ensuring that each case is reviewed for:
  • Being raised at the right priority according to the Service Level Agreement
  • Validity of the request against the customers Service Level Agreement and if this is not a valid support issue to liaise with the relevant internal teams to progress
  • The right information required for the support team to investigate the issue raised by the customer
  • Available knowledge articles than can be provided to the customer
• To ensure support cases are assigned to the correct team to be actioned
• Schedule downtime with customers for cases to be actioned where users need to be off the system
• Pro-actively taking ownership of a wide variety of cases
• Ensuring all cases are dealt with efficiently and promptly in accordance with the Service Level Agreement 
• Managing, prioritising, and progressing their adopted cases, in particular: 
  • Effectively and promptly resolving cases
• 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 cases and seeking advice when appropriate 
• Using the call logging system correctly and ensuring that cases are updated on a regular basis with actions undertaken 
• Regularly updating customers regarding the status of their cases
• Continually and pro-actively acquiring and retaining knowledge of KCS products and systems 
• 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 Service Delivery Director  

Special Conditions:

• Alternating weekly shift pattern of 7.00am - 4.00pm and 10.00am – 7.00pm, with an hour unpaid lunch break 

Skills, Knowledge and Experience:

• Experience in a customer-focused role
• In the process of or have completed an IT degree or diploma 
• Any understanding of software and/or software support environments is an advantage. 
• Basic grasp of business processes and operations or finance processes or technical aspects such as systems maintenance and architecture.

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Job Description

• This position will see supporting clients on the Palladium product by means of phone, email & teamviewer from our Johannesburg office. 
• Keywords 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 Palladium
• 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 their 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 junior or someone who has a proven track record  

Minimum requirements

• Ability to function in a 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