Support Analyst

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Type: permanent (Full-time)

Location: Gateshead

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Support Analyst

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 Support team at KCS 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.

As a Trade Support Analyst, you will be an integral member of the team and responsible for assisting customers on the K8 application with problems and queries relating to the system software after the customers have gone live; act as a mentor to fellow team members to develop knowledge in the team and work to provide continual service improvement to KCS customers;

The Trade Support Analyst will report to a team leader within the Trade Support team.

Key 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 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 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 form 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 Continually and pro-actively acquiring and retaining knowledge of KCS products and systems Pro-actively using the appropriate tools to gain and share knowledge Working with members of the Support Team and other departments to ensure that customers receive a prompt and efficient service Alerting Senior Support Analysts, Team Leaders and Managers as necessary regarding any sensitive customer issues 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 the Manager Undertaking any other projects as required by the Manager

Key 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 Be able to 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


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

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. Kerridge is an award winning and market leading provider of IT solutions to rental companies worldwide.

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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