Receptionist, IT​/Tech

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 global, growing business that embraces AI and emerging technologies to enhance customer outcomes, collaboration, and continuous improvement. We’re looking for people who are curious about or fluid with AI, open to change, and excited to learn how technology can improve the way we work and help our customers which is always supported by strong human insight and communication.

Provide a professional, welcoming and well-run front-of-house service for the Leeds office, acting as the first point of contact for visitors, customers, suppliers and colleagues in person, by telephone and online. The role keeps day-to-day office operations running smoothly, including meeting rooms, refreshments, post, supplies, travel bookings and purchase orders, and supports the Facilities team with planned and reactive building activity.

This is an individual contributor role focused on service quality, accurate administration, office readiness and a consistently positive first impression of Klipboard.

• Take ownership of application incidents and problems, ensuring timely investigation, resolution, and communication while maintaining agreed service levels.
• Manage, prioritise, and progress assigned support cases, ensuring incidents are resolved efficiently and within service level agreements.
• Investigate application issues to identify root causes and symptoms, implementing effective solutions and workarounds to minimise customer impact.
• Escalate complex issues where appropriate and collaborate with senior team members to achieve timely resolution.
• Maintain accurate and up-to-date incident records within the IT Service Management (ITSM) system, ensuring all actions and resolutions are properly documented.
• Provide technical support across Klipboard applications and supporting databases, diagnosing and resolving software-related issues.
• Apply technical expertise, structured investigation techniques, and ITIL service management practices to deliver effective and sustainable solutions.
• Continuously develop and maintain knowledge of Klipboard products, systems, applications, and support processes.
• Adhere to established Software Support procedures, standards, and service level agreements in all support activities.
• Identify and appropriately manage requests falling outside standard support services, including change requests, modifications, and chargeable support activities.
• Provide customers with clear, professional, and regular updates on the status and progress of incidents and problem resolution.
• Handle customer complaints and escalations professionally, ensuring customer needs are met and business objectives are supported.
• Create, maintain, and contribute to knowledge articles and support documentation for internal teams and customers.
• Escalate sensitive or high-impact customer issues promptly to management or relevant stakeholders when required.
• Collaborate effectively with support colleagues and cross-functional teams to deliver a prompt, efficient, and professional…