Support Analyst

Kerridge Commercial Systems; Bromsgrove; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading company specializing in ERP/SaaS solutions is looking for an IT support specialist to join their team in Bromsgrove. The role involves providing technical support for various software applications and engaging in root cause analysis for issues. Applicants should have a strong analytical aptitude and a bachelor's degree in IT, alongside experience in a helpdesk environment.

Qualifications

• Experience in help/service desk environment.
• Working knowledge of databases and SQL.
• Experience resolving issues with various technologies.

Responsibilities

• Provide front line support for various software applications.
• Document software bugs for the development team.
• Work with customers to understand and resolve issues.

Skills

Analytical capabilities

Problem-solving

Communication skills

Flexibility

Organizational skills

Education

Bachelor’s degree in IT

Tools

Postgres

MS SQL

PowerShell

.Net

Job description

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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

To provide front line support and resolve problems in Vigo products efficiently and to the end user’s satisfaction, ensuring all relevant internal systems are maintained/accurate.

Key Responsibilities:

• Provide support for a wide variety of software applications including, Transport management software, warehouse management software, client order management portals, pallet network management, Driver applications and supporting numerous other services and report writing applications.
• Continually gain understanding of the functionalities of applications being supported.
• Spot support ticket trends and report them, and anticipate and address potential issues.
• Call Customers to gain full understanding of their issue, and business impact it is causing.
• Problem management – Identify and remediate root cause of complex issues.
• Document replicated bugs for development team to resolve.
• Ensure tickets are logged accurately to drive meaningful KPIs, and allow easier spotting of trends.
• Where users are affected by software bugs, work with them to provide a temporary work around, where possible, to ensure business continuity.
• Promote new or updated software provided by product development, and provide feedback on releases.
• Assist in technical evaluations, investigations when required.
• Engage on projects as a process/business & Technical subject matter expert where needed.
• Provide ongoing feedback on product usability and suggestions for improvement and provide technical leadership.
• Lead/Participate in the support organisations internal projects.
• Participate in discussions to gather requirements for business product/system enhancements.
• Set up and configure application per user preferences.
• Assist in the development, review and maintenance of clear and easily understood application and process documentation consistent with department standards.

Skills, Knowledge and Experience:

• must be willing to work shift patterns
• experience in help/service desk environment
• experience in working with Postgres, MS SQL, PowerShell
• working knowledge of databases, SQL, crystal reports, .Net
• very high level of analytical and problem-solving capabilities
• excellent verbal and written communication skills
• excellent telephone manner
• Experience with resolving issues with mobiles, workstations, laptops, printers, scanners, wifi
• Bachelor’s degree in an IT related direction
• Strong analytical mind, you can quickly seize a situation
• Flexible, autonomous and well-organised

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 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 the comfort and convenience of remote work."

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.

If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team.

Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don’t meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you!

To all recruitment agencies: Klipboard does not accept agency speculative resumes. At present we only accept CV’s from Agencies on our PSL who have been assigned specific position/s. Please do not forward resumes to our careers site or direct to Klipboard employee as this does not constitute an introduction and Klipboard retrospectively will not be liable for any candidate ownership or fees related to unsolicited resumes.