Senior Customer Support Analyst

TN United Kingdom; Gateshead; On-site; GBP 30,000 - 50,000; Full time

Job summary

An exciting opportunity awaits as a Senior Customer Support Analyst in Gateshead. Join a forward-thinking company that specializes in integrated ERP systems, where your role will focus on enhancing customer experiences through effective support. You will be empowered to solve problems and provide top-notch service while becoming an expert on the innovative Klipboard platform. With a commitment to work-life balance, flexible working options, and a supportive team environment, this role offers the chance to make a real impact in a rapidly growing business. If you are passionate about customer success and eager to contribute to a dynamic team, this position is perfect for you.

Benefits

Flexible Working

Team Activities

Coaching and Support

Sales Training

28 Days Holiday

Pension Contributions

Qualifications

• 2+ years experience in customer success within a SaaS business.
• Strong problem-solving abilities and excellent communication skills.

Responsibilities

• Empathize with customers and prioritize their needs.
• Answer customer support requests and escalate technical issues.
• Maintain product knowledge and CRM systems.

Skills

Customer Success Experience

Problem-Solving Skills

Communication Skills

SaaS Knowledge

CRM Management

Job description

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Senior Customer Support Analyst, Gateshead

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Client:

Kerridge Commercial Systems

Location:

Gateshead, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

Job Views:

3

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

Klipboard is now a Kerridge Commercial Systems company who are a leading specialist supplier of fully integrated ERP systems and related services to niche vertical markets in the wholesale and retail distribution, logistics and service sectors. Having joined the KCS group, Klipboard is a SaaS-based, next-generation field service management platform that transforms how organisations manage their mobile workforce. We help our customers to operate smarter and more efficiently for the delivery of service jobs in the field.

We genuinely care about the success of our customers, as it is directly associated with our success. It is an exciting time here at Klipboard, You will be responsible for ensuring Klipboard customers are supported via our support helpdesk and chat facilities. The joy of problem solving, providing resolutions and delivering a quality customer experience are key.

With our support we will ensure you become a product expert in all things Klipboard for our customers, setting you off on your own success.

Key Responsibilities:

What You Will Be Doing

• Empathise with every aspect of the customer experience, putting customers' needs first
• Become a trusted advisor with each customer support request and efficiently close out requests
• Answering customer support requests via Intercom chat facilities
• Escalating any support queries that require technical support and communicating any updates with the customer
• Maintaining the CRM and ticketing desk
• Maintain product expert knowledge on product features, advantages and benefits

Skills, Knowledge and Experience :

Your Qualities, Skills & Experience

• 2 + years Customer success experience within a Software-as-a-Service (SaaS) business
• Proactive and a self-starter approach
• Strong problem-solving ability and great listening skills
• A firm understanding of customer success processes and objectives
• A demonstrable record of onboarding customers and providing software product training
• Excellent English verbal and written communication skills working in a professional environment.

How we partner with you

• Flexible working - we're serious about life-work balance
• Team activities
• Coaching and constant support
• Thorough product and sales training to equip you with the tools to succeed
• The chance to be part of a rapidly scaling business
• That satisfying feeling knowing you’ve added real value!
• Minimum of 28 days of holidays a year
• Pension contributions

Company Info

Kerridge Commercial Systems (KCS) is the market leader in developing and delivering fully integrated business management solutions for distributors, suppliers, resellers, wholesalers and merchants. Our mission is simple: to design, implement and support high performance systems that enable our customers to source effectively, stock efficiently, sell profitably and service competitively.

KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.

If this role is of interest to you please apply online.

Health and Safety

The Health and Safety at Work Act 1974 puts a legal obligation on KCS as an employer to ensure, so far as is reasonably practicable, the health, safety and welfare of its employees at work.

Employees also have a duty to take reasonable care for their own health and safety and of others who could be affected by their actions. Understanding the safety policies and co-operating with the arrangements that are in place is therefore an essential part of your employment.

To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes.