Support Desk Consultant

Job Title: Support Desk Consultant
Department: Datawright Support
Reporting to: Support Desk Team Leader
Contract Type: Permanent
Location: UK - Gateshead
Contact: recruitment@kerridgecs.com

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.

 

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Customer Conference 2017 Video

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