Apply on Employer Site

Kerridge Commercial Systems · 3 months ago

Finance Support Analyst

Blue Bell, PA

Full-time

Hybrid

New Grad, Entry Level

Klipboard is a company that provides specialist software and support for integrated trading and business management solutions in the distributive trade. They are seeking a Finance Support Analyst to assist customers with queries related to finance and the Klipboard application software, while also providing installation and training services.

Business IntelligenceCloud ComputingCRMDocument ManagementEnterprise Resource Planning (ERP)ManufacturingProductivity ToolsSoftwareWholesale

Responsibilities

Support customers with problems and queries relating to the Klipboard 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 Klipboard 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