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Technical Systems Support

Technical Support Analyst
Cary, NC

Kerridge Commercial Systems Group company, provides fully integrated software and services focused on the distributive trades, specifically the building materials, lumber, floor coverings, home dcor, electrical and plumbing distribution, wholesale and retail and auto parts distribution markets.

Our functionally rich software provides our customers with a fully integrated solution supporting the distributive trades including sales order processing, Finance, CRM, warehouse management, delivery management, equipment leasing, light manufacturing, EDI, online trading, business intelligence and mobile ready.

Kerridge Commercial Systems aims to provide our customers with a choice of deployment options ranging from cloud-based software where we manage the core software on behalf of the customer through to the traditional on-premises deployment. Your Business Your Way.

We have an exciting opportunity as a Technical Support Analyst for our Navigator Software team, post implementation. As a Technical Support Analyst, you will be responsible for assisting customer with queries and problems relating to the Navigator software. This is a great opportunity, due to growth in the organization and an addition of products.

Take ownership of a wide variety of calls and problems
Ensure all calls are dealt with efficiently and promptly in accordance with the Service Level Agreement
Accurately investigating, identifying and rectifying both the causes and the symptoms of problems
Escalate calls and seek advice when appropriate
Update customers regarding the status of their calls
Alert senior personnel and/or any of the other Support Managers as necessary regarding any sensitive customer issues
Work with members of the Support Team and other departments to ensure that customers receive a prompt efficient service
Continue and pro-actively acquire and retain knowledge of products and systems
Take initiative and identify ways in which the Support Service and/or Support Procedures can be improved and discussing these with their Manager
Following and applying the standard Commercial Software Support Procedures and Practices
Undertaking any other projects as required by their Manager or the Service Management Director

Education: BS/BA preferred but not required
Minimum Experience:
Experience in a customer-focused role in a service oriented environment
Strong communication skills both verbal and written
Level 2 call center experience
Proven analytical and problem solving skills

Preferred Experience:
Knowledge of the ERP Application software
Experience in a software support environment or similar

Other Knowledge, skills or abilities:
Excellent written and verbal communication skills with the ability to communicate at both board and end user level
Strong interpersonal skills with the ability to interact with diverse groups of individuals and maintain effective working relationships within a team environment
Ability to work under pressure with limited time, direction and guidance to complete tasks in a timely and accurate manner
Ability to present in a professional and structured manner up to board level
Ability to investigate issues and generate an effective solution in a systematic and logical manner
Strong organizational skills and the ability to manage a workload
Be calm under pressure and manage stressful situations
Adopt a positive, pro-active approach to work.
Ability to recognize how, when and to whom an issue should be escalated

Travel Requirements:
Occasional travel (2-3 times per year)

Kerridge Commercial Systems is an Equal Opportunity Employer
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