822-MK-19-CO Support Analyst

Support Analyst

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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 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. As Support Analyst you will provide all levels of technical support across a range of products. Taking ownership of customer problems and responding proactively when dealing with support issues.

Duties include:

  • Provide End to end incident management
  • Ensuring that all SLA’s are met
  • Respond to enquiries and help identify and resolve hardware and software problems
  • Maintain and update call logs
  • Offer effective guidance to customers via telephone, email and web portal platforms
  • Support a complex range of systems
  • Ensure all cases are dealt with in a timely manner
  • Manage your own time to ensure out of hours or time critical cases are allocated and processed correctly
  • Work effectively within a team and maintain close working relationships with other teams
  • Maintain an up to date record of all actions taken to resolve cases
  • Produce detailed documentation to assist customers and colleagues in diagnosing future issues
  • Escalate any critical severity or sensitive customer incidents to a senior staff member immediately
  • Take responsibility for your own development and seek additional knowledge or training to aid in your day to day activities

Knowledge and Experience

  • Bachelor’s Degree (or equivalent) in Computer Science or related discipline or suitable industry experience
  • Extensive experience in a customer-focused role in a service oriented environment
  • An understanding of databases with a strong interest in networking, software and back-end systems
  • Ability to learn new skills quickly and adapt to complex systems
  • Outstanding communication skills
  • Knowledge and experience working with the following technologies:
  • Centos Linux
  • Microsoft Windows
  • Microsoft/Postgres SQL
  • Apache/Tomcat

Diversity Statement

Kerridge Commercial Systems is an equal opportunities employer.