Technical Support Analyst at Kerridge Commercial Systems South Africa

Key Responsibilities:

• Pro-actively taking ownership of a wide variety of incidents and problems 
• Ensuring all incidents are dealt with efficiently and promptly in accordance with the Service Level Agreement
• Managing, prioritising, and progressing their adopted incidents, in particular:
• Effectively and promptly resolving incidents, ensuring old incidents are kept to a minimum
• Accurately investigating, identifying and rectifying both the causes and the symptoms of problems
• Providing work arounds to minimise the impact of problems when this is appropriate
• Implementing solutions to the customers’ best advantage and ensuring the call resolutions meet the working and business practices of the customer
• Escalating incidents and seeking advice when appropriate
• Upgrading customer systems using internal toolsets within the system, this might require:
• SQL or PLSQL experience to run scripts or perform manual updates on the database
• Unix experience to copy and execute the upgrade installation media
• Using the ITSM system correctly and ensuring that incidents are updated on a regular basis with actions undertaken 
• Regularly updating customers regarding the status of their incidents
• Effectively handling complaints and call escalation requests from customers 
• Identifying incidents that are not support incidents and dealing with these following the correct procedures, for example after sales incidents, chargeable support requests, modification and system change requests etc.
• Continually and pro-actively acquiring and retaining knowledge of KCS products and systems
• Working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service
• Alerting Senior personnel and their manager and/or any of the other Support Managers as necessary regarding any sensitive customer issues
• Following and applying the standard Software Support Procedures and Practices
• Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with their manager
• Undertaking any other projects as required by their manager or the Support Director

Skills, Knowledge and Experience:

• Extensive experience in a customer-focused role in a service-oriented environment
• A Computer Science degree, or diploma, or equivalent qualification Knowledge of the KCS Application software
• A good knowledge of a structured programming language, preferably KCML
• An understanding of databases