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, prioritisation, resolution, and communication in line with agreed service levels.
• Manage and progress assigned support cases, maintaining control of workloads and minimising ageing incident backlogs.
• Investigate and diagnose application issues, accurately identifying root causes and symptoms to implement effective and sustainable solutions.
• Provide appropriate workarounds to minimise customer impact while permanent resolutions are being developed.
• Escalate complex incidents and seek guidance from senior colleagues or management when required to ensure prompt resolution.
• Maintain accurate and up-to-date records within the IT Service Management (ITSM) system, documenting actions taken, progress updates, and resolutions.
• Support and troubleshoot Klipboard application software and associated databases to ensure system stability and customer satisfaction.
• Apply structured investigation techniques, database knowledge, and software support methodologies to diagnose and resolve technical issues.
• Continuously develop and maintain expertise in Klipboard products, systems, and support processes to enhance service delivery.
• Adhere to established Software Support procedures, standards, and service level agreements in all support activities.
• Identify and appropriately manage requests that fall outside standard support activities, including chargeable support, modifications, after-sales requests, and system changes.
• Pro…