Support Analyst

"At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work. "

Working as part of our Ecommerce support team, you will provide a prompt, accurate and professional response or escalation to all incoming customer queries, with the aim of maintaining customer satisfaction in KCS and its products.

Specific Duties And Responsibilities

• To ensure all incoming incidents are responded to promptly. Maintaining a confident and professional approach to all communications
• To efficiently identify the caller and accurately assess their needs or requirements and nature of incident, following specific procedures based upon that assessment.
• To accurately identify and agree with the customer the severity of the incident allowing effective workload prioritisation to take place. Setting correct customer expectation.
• To ensure sufficient information is gathered and recorded as a new log on the Support System. The information should be an accurate and complete statement of the customers incident together with any actions taken or advice given.
• To take initial responsibility of the log and attempt to provide a solution using personal knowledge, colleagues knowledge and available knowledge bases.
• Ensuring customers are kept informed on progress of any open logs for which you have responsibility.
• Where no immediate solution can be found, correct and prompt escalation based on current procedures. Communicate escalation to customer.
• To undertake such training as deemed appropriate to the post held.
• To maintain an up-to-date knowledge of supported applications and developments.

Additional Duties

• Working individually and as part of a team towards the aims and objectives of the company as a whole.
• To fulfil Departmental requirements in terms of administrative tasks, and to conform to Departmental policies and procedures.
• Maintain ongoing working co-operation with managers and staff within the department and the wider workplace.

The above duties and responsibilities should be regarded as neither exclusive nor exhaustive, as the post holder may be required to undertake other reasonably determined duties commensurate with the post, without changing the general character of the post.

The Ideal Candidate Would Possess

• Bachelors Degree (or equivalent) in Computer Science or related discipline or suitable industry experience.
• A strong interest in Ecommerce, software applications and back-end systems.
• Ability to learn new skills quickly and adapt to complex systems.
• Outstanding communication skills.
• Some experience of Business software applications.

Exposure To The Following Would Be An Advantage

• Microsoft Windows
• Microsoft SQL
• Apache/IIS
• Web Browsers
• HTML/XML
• Business/Sales intelligence software applications
• Linux
• Commercial experience in customer service

Company Information

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.

Equal Opportunities

KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.

To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes.