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 our journey of success. It is 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 Support Department plays a crucial role in assisting customers with technical queries and issues related to our payment solutions. As a Support Analyst, you will be the first line of support for customers, assisting with the initial setup of their payment systems and providing ongoing support to ensure smooth operation. Key Responsibilities: Onboarding New Customers: Assist new clients with the initial application, provisioning, setup, and integration of payment solutions, ensuring a smooth and efficient implementation of payment services. Provide Ongoing Support: Offer technical assistance to customers regarding payment processing and device issues, ensuring that all queries are resolved promptly and professionally. Reconciliation: Aid our users with transaction and payout queries. Mentorship: Assist in training and guiding junior members of the support team, contributing to their growth and development in payments technology. Knowledge Sharing: Contribute to the support knowledge base by documenting processes, solutions, and troubleshooting steps for common payment-related issues. Case Management: Prioritize and manage support cases using the KCS ticketing system, ensuring accurate tracking and timely resolution. Problem Resolution: Investigate and resolve technical issues related to payment processing, ensuring minimal disruption to customer operations. Payment System Troubleshooting: Work with customers to identify and resolve issues with payment terminals, card reader devices, and POS integrations. Escalation: When necessary, escalate complex issues to senior team members or engineering for further investigation and resolution. Customer Communication: Keep customers updated on the status of their issues and offer workarounds if necessary, ensuring transparency and clear communication. Process Improvement: Actively identify opportunities to improve the support process or customer experience and share these with the management team. Collaboration: Work closely with other teams, such as product management and engineering, to resolve customer issues and improve the overall service. Compliance and Security: Ensure that all support activities comply with security and regulatory requirements for payment processing services. Feedback Loop: Collect feedback from customers to identify areas for service improvement and share insights with the product and development teams. Project Involvement: Participate in any other projects or initiatives assigned by the Support Manager or Director. Skills, Knowledge and Experience: Excellent written and verbal communication skills Strong interpersonal skills and the ability to build positive relationships with customers A keen eye for detail, ensuring accuracy and precision when handling payments-related issues Excellent problem-solving skills with the ability to troubleshoot technical payment-related issues effectively Experience with payment processing systems or POS integrations is highly desirable Basic knowledge of credit and debit card payment systems, including EMV and NFC technology Experience with relational databases (e.g., SQL) is a plus Ability to multitask, prioritize, and manage multiple cases efficiently Strong customer service orientation with a proactive approach to resolving issues Ability to work independently and as part of a team in a fast-paced environment 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