Job: Support Analyst Intern

Company : Kerridge Commercial Systems; Johannesburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Kerridge Commercial Systems is seeking a Commercial Software Support team member based in Johannesburg, South Africa. The role focuses on assisting customers with queries and problems related to the KCS application software post-implementation, including installation of new software and customer training.

Key responsibilities include triaging support cases, prioritizing them per the SLA, liaising with internal teams, providing information, and assigning cases to the correct teams.

Responsibilities

• Triaging support cases and prioritizing according to the Service Level Agreement
• Liaising with internal teams to provide necessary information
• Assigning cases to the correct support teams
• Maintaining case logs and updating customers on status
• Providing workarounds and implementing solutions when possible
• Escalating sensitive issues to senior personnel as required
• Continuing knowledge accumulation of Kerridge Commercial Systems products and systems

Job description

Location: Johannesburg, Gauteng, South Africa

Date: 21-8-2024

The Commercial Software Support Department assists customers with queries and problems related to the KCS application software post implementation, as well as providing various other services such as installation of new software and customer training. Key responsibilities include triaging support cases, ensuring they are raised at the right priority according to the Service Level Agreement, liaising with internal teams, providing necessary information, and assigning cases to the correct team.The department also takes ownership of a wide variety of cases, ensuring all cases are dealt with efficiently and promptly in accordance with the Service Level Agreement. They manage, prioritize, and progress cases, resolving them effectively and promptly, providing workarounds, implementing solutions to customers' best advantage, escalating cases, using call logging systems correctly, regularly updating customers regarding case status, acquiring and retaining knowledge of KCS products and systems, working with members of the Support Team and other departments, alerting senior personnel and their managers regarding sensitive customer issues, following standard Commercial Software Support Procedures and Practices, taking initiative, and undertaking other projects as required by their team leader, manager, or Service Delivery Director.