03 September 2020

KCS Technical Support Analyst Intern Opportunity 2020

Kerridge Commercial Systems Technical Support Analyst Intern assists the Software Support Department 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:

  • Assist customers with problems and queries relating to the application software post the implementation and the GO LIVE
  • Resolve problems by using investigative skills and taking into account customers business and operational practices
  • Using analytical, technical and programming skills following programming guidelines
  • 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:
  • Effectively and promptly resolving calls, ensuring old calls 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 calls and seeking advice when appropriate
  • 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 from 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 etc.
  • Assisting less experienced members of the team with their calls
  • Continually and pro-actively acquiring and retaining knowledge of new products and systems
  • Pro-actively using the Intranet to share knowledge
  • 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 Commercial Software Support Procedures and Practices
  • Continually and proactively acquiring and retaining knowledge of the software and systems
  • 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

Essential:

  • Working towards or have achieved a qualification in an I.T related subject
  • An awareness of programming languages or concepts of programming 

 Desirable:

  • Coding experience - a good knowledge of a structured programming language, eg. Java, C++
  • An understanding of databases

 Person Specification: 

  • Be able to investigate unfamiliar problems and generate an effective solutions in a systematic and logical manner
  • Have excellent customer care and strong interpersonal skills
  • Project a professional image
  • Be adaptable and work as an effective member of a team
  • Be organised and manage own workload efficiently
  • Maintain a professional standard of communication at all levels
  • Work conscientiously and use initiative
  • Be calm under pressure and manage stressful situations
  • Adopt a positive, pro-active approach to work

 Special Conditions:

  • Support Interns are required to work 3 standard shifts  with an hour unpaid lunch break
  • 07:00 – 16:00
  • 08:00 – 17:00
  • 09:00 – 18:00
Location: Johannesburg 

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