Support Analyst

Support Analyst

Kerridge Commercial Systems | Stellenbosch, WC, ZA

Posted 12 days ago

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Support Analyst

Permanent Full TimeProfessionalStellenbosch, Stellenbosch, SA, ZATodayRequisition ID: 1819
Working as part of the Technical Support Team you will provide prompt, accurate and professional resolution or escalation to all incoming customer queries, both over the phone and via our internal ticketing system. As a Support Technician you will use your knowledge of KCS proprietary software products, Windows operating system environments as well as SQL Server to effectively diagnose and triage a wide range of customer issues and requests.

Work location and hours:

As part of the North American team the hours of work will be in line with US eastern time requirements. For employees in South Africa this will range from 2:00 pm to 7:30pm start time with a 12:00am to 4:30am end time. The right candidate may also be required to work Saturday and Sunday as part of a fixed 40-hour schedule.

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 and alignment of customer expectations. 
To ensure relevant information is gathered and recorded within the support call management system. The information should be an accurate and complete statement of the customer’s incident together with any actions taken or advice given. 
Taking responsibility of the issue and provide a solution using all available knowledge resources. 
Where no immediate solution can be found developing required knowledge through various resources to solve the incident.
Ensuring customers are kept informed on progress of any open issues for which you have responsibility. 
Continually develop product expertise by reviewing new functionality, testing product issues, and utilizing internal resources. 

 High School Diploma or greater.
 Excellent interpersonal skills.
 Effective decision making and problem-solving skills.
 Strong organizational skills.
 Effective analytical ability, particularly in a technical environment.
 Excellent written and verbal communication skills.
 Full training will be given, however previous experience in an ERP environment would be desirable.
 Experience working with relational databases or SQL would also be desirable, as would be experience within the Automotive Industry.