IQ Retail Support Analyst

at  KERRIDGE COMMERCIAL SYSTEMS CORP

“At KCS we’ve introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work.”
The Support team at IQ Retail assists customers with queries and problems relating to the IQ Retail 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.
As a Support Analyst, you will be an integral member of the team and responsible for assisting customers on the IQ Retail application with problems and queries relating to the system software after the customers have gone live; act as a mentor to fellow team members to develop knowledge in the team and work to provide continual service improvement to IQ Retail customers.

• Support customers with problems and queries relating to the IQ Retail 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
• 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 IQ Retail 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 and efficient service
• Alerting Senior Support Analysts, Team Leaders and 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 the Manager
• Undertaking any other projects as required by the Manager
  Skills, Knowledge and Experience: