Support Analyst

"At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."

Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade - wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients includes wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively

In this second line support role in our growing Global Ecommerce and Mobile Apps support team, you will be responsible for investigating, resolving and escalating incoming customer incidents and requests. The team provides support to our global customer base covering multiple time zones.

Key Responsibilities:

1. To ensure all incoming incidents are responded to promptly, maintaining a confident and professional approach to all communications
2. To accurately assess the nature of incident, following specific procedures based upon that assessment.
3. To accurately identify the severity of the incident and appropriately set customer expectations.
4. To gather information, interpret expected outcomes and work to provide a solution using your knowledge, investigative and problem-solving support skills.
5. To keep customers regularly updated through their incident life cycles.
6. To engage with and develop clear communication channels with other departments/teams, as necessary, in order to lead resolution, diagnosis and communication.
7. To interrogate and analyse log files to aid investigation.
8. To query SQL databases.
9. To work with our development teams, defining and testing custom solutions to reported issues.
10. To undertake such training as deemed appropriate to the post held
11. To maintain an up-to-date knowledge of supported applications and developments
12. To take an active role in contributing towards the department's knowledge base

Additional Duties

1. Working individually and as part of a team towards the aims and objectives of the company as a whole.
2. To fulfil departmental requirements in terms of administrative tasks, and to conform to Departmental policies and procedures.
3. Maintain ongoing working co-operation with managers and staff within the department and the wider workplace.

The above duties and responsibilities should be regarded as neither exclusive nor exhaustive, as the post holder may be required to undertake other reasonably determined duties commensurate with the post, without changing the general character of the post.

Skills, Knowledge and Experience:

• Bachelor's Degree (or equivalent) in Computer Science or related discipline or suitable industry experience.
• A strong interest in Ecommerce, software applications and back-end systems.
• Ability to learn new skills quickly and adapt to complex systems.
• Some experience of Business software applications.
• Must be able to work under pressure
• Highly organized, detail-oriented, analytical and technically minded.
• A team player with excellent verbal and written communication skills
• Professional, punctual and goal-driven
• Previous experience working with online retail business and eCommerce systems support
• Experience working with SOAP requests and responses
• Ability to effectively prioritise tasks

Exposure to the following would be an advantage:

• Operating Systems: Windows, Linux, Android and iOS
• Microsoft SQL & Excel
• Apache/IIS
• Web Browsers
• HTML/XML/JSON
• Business/Sales intelligence software applications
• Online retail business software and eCommerce systems
• Commercial experience in customer service

Company Info

You may also have seen from our recent posts that we are excited to begin sharing our new company name - Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand is designed to bring together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. We have offices based across the world and we are looking for talented individuals to join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."

Equal Opportunities

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.

If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team.

Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don't meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you

To all recruitment agencies: Klipboard does not accept agency speculative resumes. At present we only accept CV's from Agencies on our PSL who have been assigned specific position/s. Please do not forward resumes to our careers site or direct to Klipboard employee as this does not constitute an introduction and Klipboard retrospectively will not be liable for any candidate ownership or fees related to unsolicited resumes.

#LI-Hybrid

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