Support Team Lead Job Tembisa South Africa,IT/Tech

"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

The Support Team Leader’s main duties will be to:

Support Customers with problems and queries relating to the Kerridge

CS application software

Accurately resolve complex problems using investigative and analytical skills

Identify and replicate problems that require a software change by Development

Work as part of the Support Team

Work with other departments to provide solutions to the Customer

Manage all aspects of the day-to-day operation of a Team of Application Support Analyst’s

Ensure the Team provides Customers with an efficient, professional high quality Support service in accordance with the Service Level Agreement

Assist Support Team to resolve problems and queries

Build and develop good relationships with Customers and other KCS departments

Support, motivate and develop Support Team

Ensure Support Team receive the necessary training

Key Responsibilities:

The Support Team Leader’s main duties and responsibilities will be:

Ensuring that the Team provides an efficient high quality Support service in accordance with the Service Level Agreement

Pro-actively taking an overview of the Support service provided by the Team, addressing any issues as necessary

Monitoring the Teams call’s on a regular basis and in particular …
- Ensuring that the incoming call queues are monitored and actioned effectively on a regular basis
- Reviewing all Team member’s calls on at least a fortnightly basis and offering guidance and advice where necessary
- Ensuring the workload is evenly distributed amongst the Team and the Team member’s undertake a wide variety of calls
- Ensuring the Team provides effective correct and prompt call resolutions, and keep old calls to a minimum

Identifying personnel with specific training needs or with the potential to develop further, and implementing a training plan

Developing the Team member’s so they can also undertake chargeable or after sales work including Suppoprt standby and Customer training

Ensuring the Support Analyst’s work together as a Team and adopt a more pro-active approach to handling Support calls and building good Customer relationships

Ensuring that the Team provides the appropriate Consultancy assistance to the KCS foreign offices and other KCS departments, for example the Implementation Team

Ensuring the Team follows and applies the standard Commercial Software Support Procedures and Practices

Pro-actively and regularly reviewing the skill base and composition of the Team to ensure the optimum service is delivered, making best use of resources and recommending changes as appropriate

Alerting the Assistant Manager as necessary regarding any Team issues or problems, and dealing with these when appropriate

Pro-actively undertaking a wide variety of Support calls, other Support work and after sales work following the correct procedures and practices

Continually and pro-actively acquiring and retaining knowledge of KCS products and systems and encouraging other Support personnel to do this

Pro-actively adding to and using the Support tools such as Intranet to gain and share knowledge and encouraging other Support personnel to do this

Improving relationships with Customers, and when necessary…


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