Support Analyst Intern
at KERRIDGE COMMERCIAL SYSTEMS CORP
Johannesburg, Gauteng 2191, South Africa -
| Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
|---|---|---|---|---|---|---|---|
| Immediate | 14 Nov, 2024 | Not Specified | 16 Aug, 2024 | N/A | Software,Architecture,Operations | No | No |
Required Visa Status:
| Citizen | GC |
| US Citizen | Student Visa |
| H1B | CPT |
| OPT | H4 Spouse of H1B |
| GC Green Card |
Employment Type:
| Full Time | Part Time |
| Permanent | Independent - 1099 |
| Contract – W2 | C2H Independent |
| C2H W2 | Contract – Corp 2 Corp |
| Contract to Hire – Corp 2 Corp |
Description:
- Kerridge Commercial Systems is growing and growing fast, new opportunities are available, and change is required to continue our journey of success. It is an extremely exciting time to be joining our business!
- We are ranked No.37 in the Sunday Times HSBC international Track 200, a league table that ranks the top 200 of Britain’s mid-market private companies in order of fastest growing overseas sales.
- 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.
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
REQUIREMENT SUMMARY
Min:N/AMax:5.0 year(s)
Marketing/Advertising/Sales
IT - Hardware / Telecom / Technical Staff / Support
Sales
Graduate
IT
Proficient
1
Johannesburg, Gauteng 2191, South Africa
