Support Analyst Intern

at  KERRIDGE COMMERCIAL SYSTEMS CORP

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 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

• 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

Special Conditions:

• Alternating weekly shift pattern of 8.00am - 4.30pm and 9.30am – 6.00pm, with an hour unpaid lunch break