Support Analyst

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 / Saa S solutions, Klipboard has a wide range of clients, including 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.

The Software Support Department assists customers with queries and problems relating to the VAST & VAST Online application software post-implementation. The Department also provides customers with a wide variety of other services, including the installation of new software and training.
Tier 2 analysts are our first point of escalation. They perform general assistance with diverse technical inquiries and requests in the software.

• Act as a mentor to staff in our level 1 team.
• Work to grow knowledge, enable, and document all areas of supported software.
• Contribute to the support knowledge base by documenting procedures, fixes, and resolutions.
• Accurately prioritize all cases via the KCS ticketing system.
• Identify and elevate problems to level 3 software support where required.
• Work directly with customer SQL databases using DML, DQL, and DDL to resolve various issues.
• Pro‑actively take ownership of a wide variety of incidents and problems.
• Ensure all incidents are dealt with efficiently and promptly in accordance with the Service Level Agreement.
• Manage, prioritize, and progress adopted incidents, in particular:
  Effectively and promptly resolve incidents, ensuring old incidents are kept to a minimum.
• Accurately investigate, identify, and rectify both the causes and symptoms of problems.
• Provide workarounds to minimize the impact of problems when this is appropriate.
• Implement solutions to the customers' best advantage and ensure the call resolutions meet the working and business practices of the customer.
• Escalate incidents and seek advice when appropriate.
• Use the ITSM system correctly and ensure that incidents are updated on a regular basis with actions undertaken.
• Regularly update customers regarding the status of their incidents.
• Effectively handle complaints and call escalation requests from customers.
• Identify incidents that are not support incidents and deal with these following the correct procedures, for example, after‑sales incidents, chargeable support requests, modification, and system change requests, etc.
• Continually and pro‑actively acquire and retain knowledge of KCS products and systems.
• Work with members of the Support Team and other departments to ensure that customers receive a prompt efficient service.
• Alert Senior personnel and their manager and / or any of the other Support Managers as necessary regarding any sensitive customer issues.
• Follow and apply the standard Software Support Procedures and Practices.
• Take the initiative and identify ways in which the Support Service and / or Support Procedures can be improved and discuss these with their manager.
• Undertake any other projects as required by their manager or the Support Director.

• Excellent written and verbal skills.
• Strong interpersonal and communication skills.
• Expert attention to detail.
• Exceptional complex problem‑solving ability.
• A basic understanding of ERP systems.
• Experience in relational databases, preferably SQL.

Klipboard is a global company with offices based across the world. 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!

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's 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.

If you are passionate about this role and believe you have the right mindset and transferable skills, we would love to hear from you!