Finance Technical Support Analyst
Finance Technical Support Analyst
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Job Description
At Klipboardweve 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
This is a great opportunity to gain indepth knowledge and experience in the complex and exciting Software industry. We are seeking a Technical Finance support analyst to join our growing Global Support team in our Hungerford or Newcastle UK Offices.
As an integral member of the Finance Support team you will be responsible for assisting customers with queries and problems relating Finance to the Klipboard application software. The department also provides the customers with a variety of other services including installation of new software and customer training. The ideal candidate should ideally have a solid understanding of accounting fundamentals and troubleshooting as this role is essentially assisting the customers with the financial aspects of our software.
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
- Proactively 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
- Effectively and promptly resolving incidents ensuring old incidents 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
- 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 proactively acquiring and retaining knowledge of KCS products and systems
- Proactively 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
- Using the ITSM system correctly and ensuring that incidents are updated on a regular basis with actions undertaken
- 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
Skills Knowledge and Experience:
Essential:
- Technical Finance Analysts will have a good general knowledge of accounting principles to trial balance level
- Excellent written and verbal communication skills
- Microsoft Office skills with in depth Excel knowledge
- Understanding of standard business practises and Finance procedures as well as ERP systems
- A Computer Science degree or diploma or equivalent qualification Knowledge of the KCS Application software
Desirable:
- Understanding of standard business practises and Finance procedures as well as ERP systems
- Technical Finance Analyst should ideally have an Accounting or Business Studies qualification for example Degree BTEC HND or AAT
- A good knowledge of a structured programming language preferably KCML
- Knowledge of the KCS Application software or ERP software
- Experience in a software support environment or similar
- An understanding of databases
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 proactive approach to work
Special Conditions:
- This role may require travel therefore a valid drivers licence is desirable
- Support employees are required to work 2 standard shifts with an hour lunch break
- 08:00 16:30
- 09:30 18:00
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 weve 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 others 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 dont 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 CVs 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. If you wish to be considered for our PSL then please emailhowever please note we receive a high volume of requests and we are unable to accept them all
#LIHybrid
Required Experience:
IC
Employment Type
Full-Time
