Principal Technical Analyst

Hungerford, England, United Kingdom

11/29/2024

"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 is growing and growing fast, new opportunities are available and change is required to continue on our journey of success. It’s an extremely exciting time to be joining our business!
• We’re ranked No.37 in the Sunday Times HSBC international Track 200, a league table that ranks the top 200 of Britain’s mid-market private companies in order of fastest growing overseas sales.
• As the market leader in developing and delivering fully integrated business management solutions 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 on a Global scale.
• The Commercial 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.
  
  

Key Responsibilities

The post-holder will be responsible for:

• Ensuring that the Team provides an efficient high quality Support Service in accordance with the Service Level Agreement.
• Pro-actively taking an overview of the Support Service provided by the Team, addressing any issues as necessary Monitoring the Teams incidents on a regular basis and in particular:
• Ensuring that the incoming call queues are monitored and actioned effectively on a regular basis
• Reviewing all Team members incidents on at least a fortnightly basis and offering guidance and advice where necessary
• Ensuring the workload is evenly distributed amongst the team and the team members undertake a wide variety of incidents
• Ensuring the team provides effective correct and prompt call resolutions, and keep old incidents to a minimum
• Developing the team members so they can also undertake chargeable or after sales work including: Out of Hours Support, Service Upgrades and Customer Training
• Ensuring the technical analysts work together as a team and adopt a more pro-active approach to handling support incidents and building good customer relationships
• Identifying personnel with specific training needs or with the potential to develop further, and implementing a training plan
• Ensuring the team follows and applies the standard Support Procedures and Practices
• Alerting the Support Management Team as necessary regarding any Team issues or problems, and dealing with these when appropriate
• Pro-actively undertaking a wide variety of Support incidents, other Support work and After sales work following the correct procedures and practices
• Continually and pro-actively acquiring and retaining knowledge of Kerridge products and systems and encouraging other Support personnel to do this
• Pro-actively using the Intranet to share knowledge and encouraging other Support personnel to do this
• Improving relationships with customers, and when necessary acting as a key contact for customers, preparing for and attending meetings as required
• Effectively handling complaints and call escalation requests from customers, referring any serious complaints to the Support Management Team
• Assisting the management team to review internal Support Procedures and revise or develop new Support Procedures, ensuring that all Support personnel are aware of these
• Acting as an escalation point for the team for Support incidents where assistance is needed with complex issues
• Alerting the management team 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 work with the management team to implement new initiatives
• Undertaking any other projects as required by their Manager
  

Special Conditions

• Participate in the Support Out-of-Hours (OOH) rota
• Alternating weekly shift pattern of 8.00am - 4.30pm and 9.30am – 6.00pm, with an hour unpaid lunch break
  
  

Skills, Knowledge And Experience

• Extensive experience in a customer-focused role in a service oriented environment
• An in-depth knowledge of a the Kerridge System Software including KCML, KISAM and the Kerridge programming standards and procedures
• At Least 6 Years KCS Support Team Experience
• A good knowledge of the Support Team Procedures and Practices
• Oracle Certification desirable
• In-depth Unix and Operating system skills
• Experience of mentoring and/or assisting to develop support personnel
  
  

The Principal Consultant Must

• Be able to investigate unfamiliar problems and generate an effective solutions in a systematic and logical manner
• Have excellent customer care and strong interpersonal skills
• Project a professional image
• Be adaptable and work as an effective member of a team
• Be organised and manage own workload efficiently
• Maintain a professional standard of communication at all levels
• Work conscientiously and use own initiative
• Be calm under pressure and manage stressful situations
• Adopt a positive, pro-active approach to work
• Actively seek responsibility
• Be able to develop and motivate personnel
• Take the wider outlook on issues and think laterally
  
  

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.

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.

If this role is of interest to you please apply online.

Health and Safety

The Health and Safety at Work Act 1974 puts a legal obligation on KCS as an employer to ensure, so far as is reasonably practicable, the health, safety and welfare of its employees at work.

Employees also have a duty to take reasonable care for their own health and safety and of others who could be affected by their actions. Understanding the safety policies and co-operating with the arrangements that are in place is therefore an essential part of your employment.

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.