Support Engineer - Johannesburg
KCS
"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 Commercial Software Support Department assists customers with queries and problems relating to the KCS 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. Key Responsibilities: Assisting the Global Assistant Manager in identifying support cases that are either repeat in nature or of significant impact that we should further investigate through a problem case. Accurately investigating and resolving complex problems and issues by using analytical, technical, and programming skills following guidelines. Providing work arounds to minimise the impact of problems when this is appropriate. Ensure that an appropriate resolution to all problem cases is achieved, this should be one of Implementing solutions to the customers' best advantage and ensuring the case resolutions meet the working and business practices of the customer e.g. Configuration change. Raising development cases to provide long term solutions against problems experienced within the customer base. Provide feedback and training to members of the support team following investigations into the actions performed within incident management team. Escalating cases and seeking advice when appropriate. Using the call logging system correctly and ensuring that cases and customers are updated on a regular basis with actions undertaken. Continually and pro-actively acquiring and retaining knowledge of KCS products and systems. Adopting a pro-active approach to working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service. 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 their manager. Mentor a junior member of the team to assist their progression within the team. Assist the incident management teams during busy periods and major incidents where appropriate and requested by their manager or the Support Director. Undertaking any other projects as required by their manager or the Support Director. Key Requirements: Extensive experience in a customer-focused role in a service-oriented environment A Computer Science degree, or degree with a large element of computing, or equivalent qualification knowledge of the KCS Application software A good knowledge of the KCS Application software or the KCML programming language, standards, and procedures. An understanding of Oracle and KISAM databases Company Info 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. Equal Opportunities 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. 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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