Support Analyst

We are seeking a confident, organised and well-spoken individual to serve as the first point of contact for our customers. Primary duties include:

Duties include:

• Handle customer queries, speak with customers via email, live chat, and phone calls.
• Resolve any first line issues customers may face.
• Pass any bugs / feature requests over to the relevant product owner.
• Handle new enquiries for Autowork eCommerce and Autowork Go. This includes communicating with the customer and carrying out a demonstration of the system via Teams.
• Setup new customers websites and provide basic training of the system. Follow-up with the customer to confirm they are happy with the product and offer any extra assistance.
• Help with the upkeep of our product catalogue, including sourcing and editing images of and creating descriptions.
• Use Freshdesk to organise and actioning tickets for direct customers. Ensure tickets are responded to and actioned within a timely manner.
• Based on customer feedback, recommend changes to websites to improve performance.

Team Collaboration

• Work closely with the support team leader, product owners and other members of the support team
• Prioritise workload based on business priorities and customer demand under the direction of your line manager.

Do you have experience in SaaS?, * Experience of supporting a software product

• Excellent communication skills (verbal and written)
• Good phone manner
• Basic understanding of Microsoft products e.g. Excel & Outlook & Teams
• Ability to work independently on own initiative and to contribute as part of a small team.

Desirable Skills

• Experience of supporting a web based SAAS product
• Experience of image editing tools (e.g. Canva)
• HTML/CSS (will be trained on this)
• Supporting customers in small and large businesses

"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, 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."