IQ Retail Support Analyst

Kerridge Commercial Systems; Stellenbosch; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a Support Analyst to join their dynamic team. This role involves assisting customers with the IQ Retail application software, ensuring they receive prompt and effective support. You'll be responsible for resolving queries, managing calls, and contributing to service improvements. The company offers a flexible hybrid work environment, promoting a balance between office collaboration and remote work. If you're tech-savvy, customer-focused, and eager to grow in the IT field, this opportunity is perfect for you.

Qualifications

• Looking to build a career in IT/business software.
• Professional written and verbal communication skills are essential.
• Any understanding of software support environments is advantageous.

Responsibilities

• Support customers with IQ Retail application queries post-implementation.
• Pro-actively manage and resolve customer calls efficiently.
• Collaborate with team members to ensure prompt service delivery.

Skills

Problem-solving skills

Professional communication skills

Tech savvy

Customer service focus

Adaptability

Organizational skills

Ability to work under pressure

Eager to learn

Education

Degree in IT or related field

Job 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."

The Support team at IQ Retail assists customers with queries and problems relating to the IQ Retail 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.

As a Support Analyst, you will be an integral member of the team and responsible for assisting customers on the IQ Retail application with problems and queries relating to the system software after the customers have gone live; act as a mentor to fellow team members to develop knowledge in the team and work to provide continual service improvement to IQ Retail customers.

Key Responsibilities :

• Support customers with problems and queries relating to the IQ Retail application software
• 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
• Pro-actively 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 pro-actively acquiring and retaining knowledge of IQ Retail products and systems
• Pro-actively 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
• Following and applying the standard Commercial 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 the Manager
• Undertaking any other projects as required by the Manager

Skills, Knowledge and Experience :

• Looking to build a career in the IT / business software field
• Professional written and verbal communication skills
• Tech savvy and computer proficient
• Customer and service focused
• Driven, proactive and motivated personality
• Flexibleto changes in tasks and the support environment
• Good Problem-solving skills
• Eager to learn and apply new skills and concepts
• 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, pro-active approach to work
• 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 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 warehouses.

IQ Retail Ltd is part of the KCS Group and is a software development company that provides expertise in complete financial and business administration solutions. IQ Retail has been active in the development of business systems specialising in the accounting and retail management environment since 1986. In this highly competitive market, IQ Retail has grown to become one of the premier providers of innovative and strategic business solutions.

The Software Support Department assists customers with queries and problems relating to the IQ Retail application software. The Department also provides customers with a wide variety of other services including the installation of new software and customer training.

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.

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