Trade Support Analyst Intern

The Trade support intern 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.
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

Key Requirements:
Essential:

Looking to gain work experience in the relevant field of their qualification
Good written and verbal communication skills
Tech savvy and computer proficient
Attention to detail
Customer and service focused
Driven, proactive and motivated personality
Flexible to changes in tasks and the support environment
Good Problem-solving skills
Eager to learn and apply new skills and concepts

Desirable:

In the process of or have completed an IT degree or diploma
Any understanding of software and/or software support environments would be an advantage.
Basic grasp of business processes and operations

Person Specification:

Be able to investigate unfamiliar problems and generate an effective solutions in a systematic and logical manner
Have excellent customer care and strong interpersonal skills
Project a professional image
Be adaptable and work as an effective member of a team
Be organised and manage own workload efficiently
Maintain a professional standard of communication at all levels
Work conscientiously and use initiative
Be calm under pressure and manage stressful situations
Adopt a positive, pro-active approach to work