Support Analyst

Kerridge Commercial Systems; Hungerford; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading tech company in Hungerford is seeking a Support Analyst to assist customers with payment solutions, provide ongoing support, and mentor junior team members. The ideal candidate will have excellent communication skills and experience with payment systems. This role offers a hybrid work environment and opportunities for project involvement.

Benefits

Flexible hybrid work policy

Inclusive workplace culture

Qualifications

• Experience with payment systems or POS integrations highly desirable.
• Basic knowledge of credit/debit card systems, EMV, NFC required.
• Ability to multitask effectively in a fast-paced environment.

Responsibilities

• Assist new clients with onboarding for payment solutions.
• Provide technical support on payment processing.
• Manage support cases using the KCS ticketing system.

Skills

Excellent written and verbal communication skills

Strong interpersonal skills

Attention to detail

Effective troubleshooting skills

Customer service orientation

Tools

Relational databases (SQL)

Job description

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About Klipboard

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 worldwide. With extensive knowledge and experience in ERP/SaaS solutions, Klipboard's clients include wholesalers, distributors, merchants, and retailers, ranging from small traders to multinational enterprises. We have offices in the UK, Ireland, The Netherlands, South Africa, Kenya, and North America. Our mission is to design and deliver high-performance, integrated ERP solutions that enable our customers to source effectively, stock efficiently, sell profitably, and service competitively.

Role Overview

The Support Department plays a crucial role in assisting customers with technical queries related to our payment solutions. As a Support Analyst, you will be the first line of support, helping with the initial setup and providing ongoing support to ensure smooth operations. The role involves shifts between 8am and 4:30pm Thursday to Monday, with hours possibly changing during onboarding. Working on UK/Ireland bank holidays may also be required.

Key Responsibilities

1. Onboarding New Customers: Assist new clients with application, provisioning, setup, and integration of payment solutions for a smooth implementation.
2. Provide Ongoing Support: Offer technical assistance on payment processing and device issues, resolving queries promptly.
3. Reconciliation: Support transaction and payout queries.
4. Mentorship: Train and guide junior team members in payments technology.
5. Knowledge Sharing: Document processes, solutions, and troubleshooting steps for payment issues.
6. Case Management: Manage support cases using the KCS ticketing system for accurate tracking and resolution.
7. Problem Resolution: Investigate and resolve technical payment issues.
8. Payment System Troubleshooting: Work with customers to resolve issues with payment terminals, card readers, and POS integrations.
9. Escalation: Escalate complex issues to senior staff or engineering when necessary.
10. Customer Communication: Keep customers informed and provide workarounds if needed.
11. Process Improvement: Identify and share opportunities to enhance support and customer experience.
12. Collaboration: Work with product management and engineering teams to resolve issues and improve services.
13. Compliance and Security: Ensure support activities adhere to security and regulatory standards.
14. Feedback Loop: Gather customer feedback for service improvements.
15. Project Involvement: Participate in projects or initiatives as assigned.

Skills, Knowledge, and Experience

• Excellent written and verbal communication skills
• Strong interpersonal skills and ability to build positive customer relationships
• Attention to detail for payment-related issues
• Effective troubleshooting skills for technical payment issues
• Experience with payment systems or POS integrations (highly desirable)
• Basic knowledge of credit/debit card systems, EMV, NFC
• Experience with relational databases (e.g., SQL) is a plus
• Ability to multitask and prioritize cases efficiently
• Strong customer service orientation and proactive issue resolution
• Ability to work independently and in a team in a fast-paced environment

Company Information

We are excited to share that Kerridge Commercial Systems (KCS) is becoming Klipboard, uniting our expertise across various sectors including distribution, automotive, retail, rental, transport management, manufacturing, and field service management. With offices worldwide, we are growing and looking for talented individuals to join us. Our hybrid work policy promotes a balanced work environment.

We value diversity and are committed to an inclusive workplace. We encourage applicants from all backgrounds, especially those underrepresented, to apply even if they do not meet every requirement.

If you need support during the interview or offer process, please contact our TA or HR team.

Note for recruitment agencies: We only accept CVs from agencies on our PSL for specific roles. Do not forward resumes to our careers site or employees, as unsolicited resumes will not be considered or liable for fees.