636-SA-19-DN Trading Support Analyst

Trading Support Analyst

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Location/Division: KSA

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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.

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

Main Duties and Responsibilities

  • Resolve problems by using investigative skills and taking into account customers business and operational practices or by using analytical, technical and programming skills following programming guidelines
  • Ensure that all customers receive an efficient, professional high quality support service in accordance with the SLA
  • As one of the point of contacts for the customers, the individual will be expected to project a professional image at all times and build up and develop good relationships with customers and other KCS teams
  • Proactively taking ownership of a wide variety of calls and problems
  • Ensuring that all calls are dealt with efficiently and promptly in accordance with the SLA
  • Using the call logging system correctly and ensuring that calls are updated on a regular basis with actions undertaken
  • Effectively and promptly resolving calls, ensuring old calls are kept to a minimum
  • Accurately investigatin, identifying and rectifying both the causes and symptoms of problems
  • Implementing solutions to the customers best advantage and ensuring the call resolutions meet the working and business practices of the customer
  • 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, etc
  • Following and applying the standard Support Procedures and Practices
  • Adopting a proactive approach to working with other departments and building good customer relationships
  • Alerting management as necessary any sensitive customer issues
  • Managing, prioritising and progressing their adopted calls

Knowledge and Experience:

  • Working as part of a team to ensure that the required level of service is maintained at all times
  • An understanding of databases
  • A good knowledge of a structured programming language, preferably KCML
  • A Computer Science degree, or degree with a large element of computing, or equivalent qualification
  • Preferably experience of working in a distribution environment
  • Experience in a customer focused role in a service oreiented environment
  • Good customer care and strong interpersonal skills
  • Maintain a professional standard of communication at all levels
  • Be adaptable and work as an effective team member
  • Be organised and manage own workload efficiently
  • Work conscientiously and use own initiative
  • Be calm under pressure and manage stressful situtations
  • Adopt a positive, proactive approach to work


Diversity Statement

Kerridge Commercial Systems is an equal opportunities employer.