Application Support Consultant (Hungerford or Dublin)

Job Title: Application Support Consultant
Department: Support
Reporting to: Frontline Support Manager
Contract Type: Permanent
Date: May 2016

Position Overview:

  •  Kerridge Commercial Systems is a market leader in the development and provision of trading and financial software environments for specialist Distribution, Wholesale, Merchant and Retail industry sectors, addressing single or multi-branch operations, as well as catering for organisations with 'point-of-sale' showrooms and warehouses
  • The Software Support Department assists customers with queries and problems relating to the Kerridge application software.  The Department also provides customers with a wide variety of other services including the installation of new software and customer training

Main Duties and Responsibilities:

  • Support customers with problems and queries relating to the Kerridge 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
  • Work with other departments to provide solutions to the customer
  • 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:
    • 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
  • Effectively handling complaints and call escalation requests from 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 etc.
  • Continually and pro-actively acquiring and retaining knowledge of Kerridge 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 efficient service
  • Following and applying the standard Commercial Software Support Procedures and Practices

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