Support Desk Consultant

Job Title: Support Desk Consultant
Department: Datawright Support
Reporting to: Support Desk Team Leader
Contract Type: Permanent
Location: UK - Gateshead

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.

  • Datawright are part of the Kerridge Commercial Systems Group based in Hungerford, the Datawright office operates from its base in Gateshead, Tyne & Wear. Datawright are the authors of an ERP Manufacturing and Service Management software system with integrated Finance and Payroll options and provide support of the system to customers worldwide.

  • The Support Department assists customers with queries and problems relating to the ERP manufacturing, Service Management, Accounting & Payroll application software, post implementation.

  • The Support Desk is one of the main points of contact for customers and the individual will be expected to project a professional image at all times whilst developing a good relationship with customers as well as Datawright internal departments.

Main Duties and Responsibilities

  • Day to day application support of the K8 Manufacturing and Field Service software, which includes the Finance and Payroll options for Datawright’s customer base.

  • Responding to customer issues which are received by email, telephone or logged via the Datawright customer web portal

  • Logging of customer issues into the Datawright Call Logging system and ensuring that they are updated, and progressed in a timely manner to provide accurate information for both the customer and the Management team.

  • Regular contact with customers to discuss issues and progress the status of their issues through to conclusion.

  • Handling complaints and call escalation requests from customers effectively.

  • Prepare documentation for Customer Training where required and Fact sheets for customer distribution.

  • Visiting customer sites as and when required for System implementation, Upgrades or Customer training.

  • Ensure that all customers receive an efficient, professional high quality Support service in accordance with Service level agreements set up between the Customer and Datawright.

  • Ensure that call closure targets are being achieved and Customer Service level agreements are being adhered to.

Download the full job description.

Datawright rebrands to become Kerridge Commercial Systems

We will continue to focus on innovating and delivering market-leading ERP solutions

Read more.

“We are very excited to make this announcement,” explained Kevin Stalker, Software Director. “As we continue to grow as a group, it makes sense to have our people and products under one brand name. The Kerridge Commercial Systems brand reflects our commitment to remain at the forefront of technology for our manufacturing, field service and distribution customers globally.”