Problem Analyst
Remote / Online - Candidates ideally in
Johannesburg, 2000, South Africa
Listing for:
Kerridge Commercial Systems
Full Time, Remote/Work from Home
position
Listed on 2026-02-18
Job specializations:
-
IT/Tech
Technical Support, IT Support
Job Description & How to Apply Below
"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
Key Responsibilities:
Assisting the Global Assistant Manager in identifying support cases that are either repeat in nature or of significant impact that we should further investigate through a problem case.Accurately investigating and resolving complex problems and issues by using analytical, technical, and programming skills following guidelines.Providing work arounds to minimise the impact of problems when this is appropriate.Ensure that an appropriate resolution to all problem cases is achieved, this should be one of Implementing solutions to the customers’ best advantage and ensuring the case resolutions meet the working and business practices of the customer e.g. Configuration development cases to provide long term solutions against problems experienced within the customer feedback and training to members of the support team following investigations into the actions performed within incident management team.Escalating cases and seeking advice when appropriate.Using the call logging system correctly and ensuring that cases and customers are updated on a regular basis with actions undertaken.Continually and pro-actively acquiring and retaining knowledge of Klipboard products and systems.Adopting a pro-active approach to working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service.Following and applying the standard Commercial Software Support Procedures and Practices.Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with their manager.Mentor a junior member of the team to assist their progression within the team.Assist the incident management teams during busy periods and major incidents where appropriate and requested by their manager or the Support Director.Undertaking any other projects as required by their manager or the Support Director.Skills, Knowledge and
Experience:
Extensive experience in a customer-focused role in a service-oriented environmentA Computer Science degree, or degree with a large element of computing, or equivalent qualification knowledge of the Klipboard Application softwareA good knowledge of the Klipboard Application software or the KCML programming language, standards, and procedures.An understanding of Oracle and KISAM databasesCompany Info
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…
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