A market leader in the development and provision of trading and financial software is currently sourcing an Accounts Application Support Consultant.

This position would be ideal for a financial candidate wanting to move into an IT Support role. Extensive experience utalising the Kerridge Financial module, specifically the GL and Accounts payable aspect is required.

Responsibilities:

Support customers with problems and queries
Accurately resolve problems using investigative and analytical skills
Identify and replicate problems that require a software change by the Development team
Work as part of the support team
Work with all departments to provide effective and timeous 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:
- Effectively and promptly resolving calls, ensuring old calls 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 calls and seeking advice when appropriate
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 etc.
Assisting less experienced members of the team with their calls
Continually and pro-actively acquiring and retaining knowledge of 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 Finance Implementation & Support Manager as necessary regarding any sensitive customer issues
Following and applying the standard 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 Finance Implementation & Support Manager
Undertaking any other projects as required by the Finance Implementation & Support Manager

The candidate must have experience in:

Advanced Kerridge Commercial System
GL
Accounts payable

Personality traits:

Analytical ability
Problem solving skills
Excellent English communication skills both verbal and written
High work standards and ethic
Attention to detail
Customer focused

Basic salary R18 000
Medical aid
Pension
Performance based bonus