Technical Support Analyst
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
- Klipboard is growing and growing fast new opportunities are available and change is required to continue on our journey of success. Its an extremely exciting time to be joining our business!
- As the market leader in developing and delivering fully integrated business management solutions our mission is simple: to design implement and support high performance systems that enable our customers to source effectively stock efficiently sell profitably and service competitively on a Global scale.
- The Commercial Software Support Department assists customers with queries and problems relating to the Klipboard application software post implementation. The Department also provides customers with a wide variety of other services including the installation of new software and customer training.
Key Responsibilities:
- Proactively taking ownership of a wide variety of incidents and problems
- Ensuring all calls are dealt with efficiently and promptly in accordance with the Service Level Agreement
- Managing prioritising and progressing their adopted incidents in particular:
- 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
- Escalating incidents and seeking advice when appropriate
- Using the ITSM system correctly and ensuring that incidents are updated on a regular basis with actions undertaken
- Regularly updating customers regarding the status of their incidents
- Effectively handling complaints and call escalation requests from customers
- Identifying incidents that are not support incidents and dealing with these following the correct procedures for example after sales calls chargeable support requests modification and system change requests etc.
- Assisting less experienced members of the team with their incidents
- Continually and proactively acquiring and retaining knowledge of Klipboard products and systems
- Proactively using the Intranet to share knowledge
- Working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service
- Alerting Senior personnel and their Manager and/or any of the other Support Managers 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 their Manager
- Undertaking any other projects as required by their Manager or the Support Director
Special Conditions:
- This role consists of shifts between 8am and 2am GMT to support multiple time zones.
- This role may also require working on UK/Ireland bank holidays.
Skills Knowledge and Experience:
- Extensive experience in a customerfocused role in a serviceoriented environment
- A Computer Science degree or degree with a large element of computing or equivalent qualification Knowledge of the KCS Application software
- A good knowledge of a structured programming language preferably KCML
- An understanding of databases
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
