Technical Support Analyst
Permanent ·
Requirements:
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
Description:
Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients includes wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively 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
Company: klipboard