Principal Consultant

"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.

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.

The Technical Support Analyst is accountable for delivering a responsive, professional and customer-focused application support service to Klipboard customers. The role takes ownership of application-related incidents and problems, investigating and resolving both causes and symptoms, and keeping customers informed at every stage of the support process.

Working within the Application Support department, the role supports customers with queries and issues relating to Klipboard application software following implementation, and with technical matters prior to implementation where required. Success is defined by incidents resolved within agreed service levels, a low volume of ageing cases, problem tickets resolved within acceptable time frames and customers who are able to gain maximum value from Klipboard solutions.

• 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 ageing backlogs are minimised.
• Investigate and diagnose application issues by identifying root causes, analysing symptoms, and implementing effective solutions or workarounds where appropriate.
• Escalate complex incidents and seek guidance when required to ensure prompt and effective resolution.
• Maintain accurate and up-to-date records within the IT Service Management (ITSM) system, documenting actions taken and progress made on incidents.
• Support and troubleshoot Klipboard application software and related databases to ensure optimal system performance and customer satisfaction.
• Apply structured programming and technical expertise to diagnose, investigate, and resolve application-related issues.
• Continuously develop and maintain knowledge of Klipboard products, systems, databases, and support processes to enhance service delivery.
• Adhere to established Software Support procedures, standards, and service level agreements (SLAs) in all aspects of support delivery.
• Identify and appropriately manage requests that fall outside standard support services, including change requests, modifications, and chargeable support activities.
• Provide clear, regular, and professional updates to customers regarding the status of incidents, problems, and resolutions.
• Effectively manage customer complaints and escalation requests, ensuring issues are resolved in a professional and customer-focused manner.
• Create, maintain, and contribute to knowledge articles and support documentation for internal teams and customers.
• Proactively identify sensitive or high-impact customer issues and elevate them to senior team members or management as appropriate.
• Collaborate with…