Support Analyst

• Working in a global team supporting Klipboard products as well as databases and reporting tools
• Communicating via multiple media - phone, e-mail, chat
• Creating documentation and delivering customer training where required
• Hybrid role - 40% home and 60% office based, potential for limited travel to customer sites
• Covering support hours between 8am and 10pm on a rota basis

Key Responsibilities:

• Your responsibilities include but are not exclusive to:

• Deliver a first-class service to our customers o Answer questions and troubleshoot issues quickly and efficiently o Provision of high-quality written & verbal updates to customers on a regular basis o Correctly set the customers' expectations o Deliver on promises

• Take personal responsibility for every case ensuring a proactive approach to resolution and ensure all parties are kept updated

• Proactive management of assigned cases

• Maintain excellent quality of cases with detailed notes

• Always display a positive and can-do attitude

• Identify solutions and preventative measures to improve the customer's experience

• Ensure all cases are progressed in line with Klipboard SLA's/SLO's

• Team Working: o proactively share knowledge, including creating knowledge documentation o help during times of leave/absence o share and deliver on service improvement opportunities

• Be curious to change, evolve and develop in ways that help us better serve our customers.

• Good IT skills with demonstrable experience in a similar IT support role
• Knowledge of ERP or business IT systems
• Experience of supporting applications with MS SQL databases, including script/query writing
• Always display a "customer first" attitude
• Ability to work under pressure in a fast-paced environment
• Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner
• Ability to troubleshoot effectively and strive for first time resolution of issues.

Desirable

• Knowledge of Crystal Reports
• Knowledge of Sage Accounting Solutions
• Appreciation for all products and services in the Klipboard offering
• Experience in the Rentals industry

"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 * Klipboard is a market leader in the development and provision of rental industry software, 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."