23 Sep 2020

Full-Time Accounts Software Support Analyst by Kerridge Commercial Systems South Africa

Kerridge Commercial Systems South Africa – Posted by Jobdirecta South Africa Western Cape, Stellenbosch

Job Description

Role Summary:

  • This role will primarily be a Software Support function.
  • Some office administration duties will be required.
  • Coverage for reception is essential.

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Main Duties and Responsibilities:

  • Support customers with problems and queries relating to the IQ Retail application software that’s of an accounting and(or) Payroll nature
  • 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 and Support Standards & Procedures
  • 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 from 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
  • Assisting less experienced members of the team with their calls
  • 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 Team Leader or Application Support Manager
  • Undertaking any other projects as required by the Support Manager


  • Comfortable in handling payroll queries I.e. Should be familiar with EMP501, EMP201 and EasyFile imports
  • Ability to converse in both English & Afrikaans
  • Proven experience in a role requiring good written and verbal communication skills
  • A good knowledge of the Support Team’s Standards and Procedures.


  • Knowledge of the IQ Retail Application software or similar
  • Experience in a software support environment or similar
  • Experience in a stock management environment or similar
  • Accounts Consultant should ideally have an Accounting or Business Studies qualification, for example Degree, BTEC, HND or AAT

Special Conditions:

  • This role may require travel, therefore a valid driver’s licence is essential
  • The following shifts are available:
  • 07:00 – 16:00
  • 08:00 – 17:00
  • 09:00 – 18:00

Closing Date: 22/10/2020

Please Follow the Instruction below for a Successful Application

Click Here to Submit your CV and Application on Company Website

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Job Categories: ICT/Computing Jobs in South Africa and jobs in western cape. Job Types: Full-Time. Job Tags: Accounts Software Support Analyst jobs in south Africa and Careers in south africa. Salaries: Competitive. Prominent words: application, calls, customers, procedures, role, software, and team.


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