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." Kerridge Commercial Systems is growing and growing fast, new opportunities are available, and change is required to continue on our journey of success. It’s an extremely exciting time to be joining our business As the market leader in developing and delivering fully integrated business management solutions 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 on a Global scale. 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: Pro-actively taking ownership of a wide variety of incidents and problems Ensuring all calls are dealt with efficiently and promptly in accordance with the Service Level Agreement Managing, prioritising and progressing their adopted incidents, in particular: Effectively and promptly resolving incidents, ensuring old incidents 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 incidents and seeking advice when appropriate Using the ITSM system correctly and ensuring that incidents are updated on a regular basis with actions undertaken Regularly updating customers regarding the status of their incidents Effectively handling complaints and call escalation requests from customers Identifying incidents that are not support incidents and dealing with these following the correct procedures, for example after sales calls, chargeable support requests, modification and system change requests etc. Assisting less experienced members of the team with their incidents Continually and pro-actively acquiring and retaining knowledge of KCS 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 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 Special Conditions: This role consists of shifts between 8am and 2am GMT, to support multiple time zones. This role may also require working on UK/Ireland bank holidays. Skills, Knowledge and Experience : 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 a structured programming language, preferably KCML An understanding of 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. 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