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." This is a great opportunity to gain in-depth knowledge and experience in the complex and exciting Software industry. We are seeking a Finance support analyst to join our growing Global Support team in our Hungerford or Gateshead UK Offices. As an integral member of the Finance Support team, you will be responsible for assisting customers with queries and problems relating Finance to the KCS application software. The department also provides the customers with a variety of other services including installation of new software and customer training. The ideal candidate should ideally have a solid understanding of accounting fundamentals and troubleshooting as this role is essentially assisting the customers with the financial aspects of our software. 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 Work with other departments to provide solutions to the customer 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 efficient service Alerting Senior Application Support Consultants, Team Leaders and Application Support Manager 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 Application Support Manager Undertaking any other projects as required by the Support Manager Key Requirements: Knowledge and Experience: Essential: Finance Analysts will have a good general knowledge of accounting principles to trial balance level Excellent written and verbal communication skills Microsoft Office skills with in depth Excel knowledge Finance Analyst should ideally have an Accounting or Business Studies qualification, for example Degree, BTEC, HND or AAT Desirable: Finance Analyst should ideally have an Accounting or Business Studies qualification, for example Degree, BTEC, HND or AAT Understanding of standard business practises and Finance procedures as well as ERP systems Knowledge of the KCS Application software or ERP software Experience in a software support environment or similar 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: This role may require travel, therefore a valid driver’s licence is desirable Support employees are required to work 2 standard shifts with an hour lunch break 08:30 – 16:30 09:30 – 18:00 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. Health and Safety The Health and Safety at Work Act 1974 puts a legal obligation on KCS as an employer to ensure, so far as is reasonably practicable, the health, safety and welfare of its employees at work. Employees also have a duty to take reasonable care for their own health and safety and of others who could be affected by their actions. Understanding the safety policies and co-operating with the arrangements that are in place is therefore an essential part of your employment. 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. LI-Hybrid