K3 Trade Support Analyst - Blue Bell, United States - KERRIDGE COMMERCIAL SYSTEMS CORP

KERRIDGE COMMERCIAL SYSTEMS CORP

Verified Company

Blue Bell, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

"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."_

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.

Kerridge is an award winning and market leading provider of IT solutions to rental companies worldwide.

The Trade Support Analyst will report to a team leader within the Trade Support team.

Key Responsibilities:

Accurately resolve problems using investigative and analytical skills
Identify and replicate problems that require a software change by Development
Work as part of the Support team
Proactively taking ownership of a wide variety of calls and problems
Ensuring all calls are dealt with efficiently and promptly in accordance with the Service Level Agreement
Managing, prioritising and progressing their adopted calls, in particular
Using the call logging system correctly and ensuring that calls are updated on a regular basis with actions undertaken
Regularly updating customers regarding the status of their calls
Effectively handling complaints and call escalation requests form customers
Identifying calls that are not support calls and dealing with these following the correct procedures, for example after sales calls, chargeable support calls, modification and system change requests
Continually and proactively acquiring and retaining knowledge of KCS products and systems
Proactively using the appropriate tools to gain and share knowledge
Working with members of the Support Team and other departments to ensure that customers receive a prompt and efficient service
Alerting Senior Support Analysts, Team Leaders and Managers as necessary regarding any sensitive customer issues
Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with the Manager
Undertaking any other projects as required by the Manager

Key Requirements:

Essential

Looking to build a career in the IT/business software field
Professional written and verbal communication skills
Tech savvy and computer proficient
Attention to detail
Customer and service focused
Driven, proactive and motivated personality
Flexible to changes in tasks and the support environment
Good Problemsolving skills
Project a professional image
Be adaptable and work as an effective member of a team
Be organised and manage own workload efficiently
Be able to investigate unfamiliar problems and generate effective solutions in a systematic and logical manner
Be calm under pressure and manage stressful situations
Adopt a positive, proactive approach to work

Desirable

Any understanding of software and/or software support environments would be an advantage.
Basic grasp of business processes and operations

Company Info
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.

Kerridge is an award winning and market leading provider of IT solutions to rental companies worldwide.

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._