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/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.

Klipboard is a market leader in the development and provision of rental industry software Support Analyst role provides business-to-business software application support

Working in a global team supporting Klipboard products as well as databases and reporting tools

Communicating via multiple media – phone, e-mail, chat Creating documentation and delivering customer training where required

Hybrid role – 40% home and 60% office based, potential for limited travel to customer sites

Covering support hours between 8am and 10pm on a rota basis

Key Responsibilities:

Your responsibilities include but are not exclusive to:
Deliver a first-class service to our customers

Answer questions and troubleshoot issues quickly and efficiently.

Provision of high-quality updates to customers on a regular basis.

Correctly set the customers’ expectations.

Deliver on promises

Take personal responsibility for every case ensuring a proactive approach to resolution and ensure all parties are kept updated

Proactive management of assigned cases

Maintain excellent quality of cases with detailed notes

Always display a positive and can-do attitude

Identify solutions and preventative measures to improve the customer’s experience

Ensure all cases are progressed in line with Klipboard Rental SLA’s.Team Working:
Proactively share knowledge, help during times of leave/absence, and share service improvement  curious to change, evolve and develop in ways that help us better serve our customers.

Skills, Knowledge and

Experience:

Essential Good IT skills with significant experience in a similar application support role Knowledge of ERP or business IT systems

Experience of supporting applications with MS SQL databases, including script/query writing

Always display a “customer first" attitude

Ability to work under pressure in a fast-paced environment

Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner

Ability to troubleshoot effectively and strive for first time resolution of issues.

Desirable Knowledge of Crystal Reports Knowledge of Sage Accounting Solutions Appreciation for all products and services in the Klipboard offering

Experience in the Rentals industry

Company 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…