Support Analyst Apprentice
The Support Analyst Apprentice role is to provide assistance to customers on issues within the trade component of the system as this has a direct impact on their business. Business operations that the K8 system supports include sales, buying, inventory control, warehousing, delivery management and data analytics, to name a few.
Role
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
Training
What Apprenticeship Training will you receive?
- The successful applicant will complete and obtain a Level 3 Information Communication Technician Qualification through Learning Curve Group.
You will be taught through:
- 4-6 Weekly 1-2-1 Sessions with your tutor
- 6 weekly hours of Off The Job Training
- The course is a 14 months programme
- Upon completion of the apprenticeship, there is potential for a full time role within the business.
- Apprenticeship Standard
- Information communications technician (level 3)
- Training Provider
- LEARNING CURVE GROUP LIMITED
- Working Week
- Support Apprentices are required to work 2 standard shifts with an hour unpaid lunch break. 08:00 – 16:30 09:30 – 18:00 Days to be confirmed
- Expected Duration
- 14 Months
- Positions Available
- 1
- Closing Date
- Monday, 8th July 2024
- Start Date
- Tuesday, 9th July 2024
Desired Skills
- Communication skills
- IT skills
- Customer care skills
- Problem solving skills
- Presentation skills
- Number skills
- Initiative
- Patience
Qualifications
- English / Maths GCSE or equivalent, grade A* - C / 9 - 4 (Desired)
About the Employer
Kerridge Commercial Systems
Kerridge Commercial Systems is a market leader in the development and provision of trading and financial software environments for specialist Distribution, Wholesale, Merchant and Retail industry sectors, addressing single or multi-branch operations, as well as catering for organisations with 'point-of-sale' showrooms and warehouses. The Software Support Department assists customers with queries and problems relating to the KCS application software. The Department also provides customers with a wide variety of other services including the installation of new software and customer training.
- Company
- Kerridge Commercial Systems
- Location
- Team Valley Trading Estate, Gateshead, Tyne and Wear, England
- Employment Type
- Advanced Apprenticeship
- Salary
- £16,500.00
- Posted
- Company
- Kerridge Commercial Systems
- Location
- Team Valley Trading Estate, Gateshead, Tyne and Wear, England
- Employment Type
- Advanced Apprenticeship
- Salary
- £16,500.00
- Posted