Technical 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.”

• 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!
• 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 Software Support Department assists customers with queries and problems relating to the K8 application software post implementation. The Department also provides customers with a wide variety of other services including the installation of new software and training.

Skills, Knowledge and Experience:

• Extensive experience in a customer-focused role in a service-oriented environment
• A Computer Science degree, or diploma, or equivalent qualification Knowledge of the KCS Application software
• A good knowledge of a structured programming language, preferably KCML
• An understanding of database

• Pro-actively taking ownership of a wide variety of incidents and problems
• Ensuring all incidents are dealt with efficiently and promptly in accordance with the Service Level Agreement
• Managing, prioritising, and progressing their adopted incidents, in particular:
• Effectively and promptly resolving incidents, ensuring old incidents 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 incidents and seeking advice when appropriate
• Upgrading customer systems using internal toolsets within the system, this might require:
• SQL or PLSQL experience to run scripts or perform manual updates on the database
• Unix experience to copy and execute the upgrade installation media
• Using the ITSM system correctly and ensuring that incidents are updated on a regular basis with actions undertaken
• Regularly updating customers regarding the status of their incidents
• Effectively handling complaints and call escalation requests from customers
• Identifying incidents that are not support incidents and dealing with these following the correct procedures, for example after sales incidents, chargeable support requests, modification and system change requests etc.
• 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 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 manager or the Support Director

Skills, Knowledge and Experience:

• Extensive experience in a customer-focused role in a service-oriented environment
• A Computer Science degree, or diploma, or equivalent qualification Knowledge of the KCS Application software
• A good knowledge of a structured programming language, preferably KCML
• An understanding of databases