Support Team Lead

Hungerford, England, United Kingdom

12/12/2024

"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 (KCS) is a market leader in the development and provision of trading and financial software environments for specialist Distribution, Wholesale, Merchant and Retail industry sectors, addressing single- or multi-branch operations, as well as catering for organisations with 'point-of-sale' showrooms and warehouse
• 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
• Manage all aspects of the day to day operation of a team of Technical Support Analysts ensuring the team provides all customers with an efficient, professional high quality support service in accordance with the Service Level Agreements
• Accurately resolve complex problems using analytical, technical and programming skills following the support department procedures
• Project a professional image at all times and to build up and develop good relationships with both customers and other internal departments
• Work to provide continual service improvement to the KCS customers
  
  

Key Responsibilities

• To pro-actively take an overview of the support service provided by the team, addressing any issues as necessary
• Pro-actively analysing the work undertaken by Support and identifying ways in which repetitive calls can be reduced or eliminated
• Ensure that the team provides an efficient high quality Support service in accordance with the Service Level Agreement
• Ensure the team follows and applies the standard Software Support Procedures and Practices
• Take 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
• Identify Team members with specific training needs or with the potential to develop further through the use of bespoke training plans and mentoring
• Assist the Technical Support Manager to recruit new Technical Support personnel
• Monitoring the Teams calls and metrics on a regular basis and in particular:
• Ensuring that the incoming call queues are monitored and actioned effectively
• Review all Team members calls on at least a fortnightly basis and offering guidance and advice where necessary
• Ensuring the workload is evenly distributed amongst the team
• Ensuring the team provides effective correct and prompt call resolutions
• Pro-actively undertaking a wide variety of Support calls
• Improve relationships with customers, and when necessary acting as a key contact
• Effectively handle complaints and call escalation requests from customers
• Undertaking any other projects as required by their Manager or Director
  
  

Essential

Skills, Knowledge and Experience:

• Extensive experience in a customer-focused role in a service oriented environment
• Be able to maintain a professional standard of communication at all levels
• Be organised and manage own workload efficiently
• Be able to investigate unfamiliar problems and generate an effective solutions in a systematic and logical manner
  
  

Desirable

• Experience of mentoring, coaching or assisting to develop support personnel
• Extensive experience of KCS software including KCML, KISAM and Oracle
• Have a good knowledge of the KCS Support Team procedures and practices
  
  

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.