Senior Finance Application Support Consultant (UK - Gateshead or Hungerford)

Job Title: Senior Finance Application Support Consultant
Department: Support
Reporting to: Front Line Support Manager
Contract Type: Permanent
Date: March 2017

Position Overview

  • Kerridge Commercial Systems (KCS) is the market leader in developing and delivering fully integrated business management solutions for distributors, suppliers, resellers, wholesalers and merchants. 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.

  • 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.

  • Accurately investigating, identifying and rectifying both the causes and the symptoms of problems.

  • Regularly updating customers regarding the status of their calls.

  • Escalating calls and seeking advice when appropriate.

  • Assisting less experienced members of the team with their calls using coaching and mentoring techniques, this includes colleagues located in different geographical locations therefore some travel will be required to provide the necessary support.

  • Assisting the finance team leader with the day to day running of the finance support team.

  • Alerting senior personnel and/or any of the other Support Managers as necessary regarding any sensitive customer issues.

  • 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 implementation or change requests.

  • Working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service.

  • Continually and pro-actively acquiring and retaining knowledge of KCS products and systems.

  • Pro-actively using the Intranet and Knowledgebase to share knowledge and experience.

  • Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with their Manager.

  • Following and applying the standard Commercial Software Support Procedures and Practices.

  • Undertaking any other projects as required by their Manager or the Service Management Director.

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