K8 Trade Support Analyst

Mam Software Group • Blue Bell, PA

409d • Remote

About The Position

The Trade Support Analyst at Kerridge Commercial Systems (KCS) plays a crucial role in assisting customers with the K8 application software post-implementation. This position involves resolving customer queries, mentoring team members, and continuously improving service delivery. The role is integral to ensuring customer satisfaction and effective use of KCS products.

Requirements

• Looking to build a career in the IT/business software field
• Professional written and verbal communication skills
• Tech savvy and computer proficient
• Attention to detail
• Customer and service focused
• Driven, proactive and motivated personality
• Flexible to 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
• 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

Nice To Haves

• Any understanding of software and/or software support environments would be an advantage
• Basic grasp of business processes and operations

Responsibilities

• Support customers with problems and queries relating to the KCS 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 take ownership of a wide variety of calls and problems
• Ensure all calls are dealt with efficiently and promptly in accordance with the Service Level Agreement
• Manage, prioritise and progress adopted calls
• Use the call logging system correctly and ensure that calls are updated regularly
• Regularly update customers regarding the status of their calls
• Effectively handle complaints and call escalation requests from customers
• Identify calls that are not support calls and deal with these following the correct procedures
• Continually and pro-actively acquire and retain knowledge of KCS products and systems
• Pro-actively use appropriate tools to gain and share knowledge
• Work with members of the Support Team and other departments to ensure prompt and efficient service
• Alert Senior Support Analysts, Team Leaders and Managers regarding sensitive customer issues
• Follow and apply standard Commercial Software Support Procedures and Practices
• Identify ways to improve the Support Service and/or Support Procedures and discuss with the Manager
• Undertake any other projects as required by the Manager

Benefits

• Flexible hybrid work policy allowing three days in the office and two days working from home

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed