Technical Support Analyst ( UK - Hungerford / Gateshead)

Job Title: Technical Support Analyst
Department: Support 
Reporting to: Frontline Support Manager
Contract Type: Permanent 
Date: August 1, 2016
Contact: recruitment@kerridgecs.com

 

Position Overview

  • Kerridge Commercial Systems (KCS) 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 warehouse
  • 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.

 

Main Duties and Responsibilities:

  • 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.
  • Assisting less experienced members of the team with 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 Manager or the Support Director

 

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