Support Analyst

Kerridge Commercial Systems; North East; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading software provider in the UK is seeking a Support Analyst to manage customer queries and problems related to their software. The role demands strong customer service skills and the ability to resolve issues efficiently while working within a flexible hybrid work environment. Applicants should have a good understanding of retail application software and SQL, along with excellent interpersonal skills.

Benefits

Flexible hybrid work policy

Diversity and inclusion initiatives

Qualifications

• Extensive experience in a customer-focused role in a service-oriented environment.
• Be able to investigate unfamiliar problems and generate effective solutions.

Responsibilities

• Pro-actively take ownership of a wide variety of calls and problems.
• Ensure all calls are dealt with efficiently and promptly.
• Manage, prioritise and progress calls effectively.

Skills

Customer-focused service

Knowledge of Retail application software

Problem-solving

Tools

SQL

Job description

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"At Klipboardwe'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

• The Commercial Software Support Department assists customers with queries and problems relating to the Klipboard application software post implementation. The Department also provides customers with a wide variety of other services including the installation of new software and customer training.

Key Responsibilities:

• Pro-actively taking ownership of a wide variety of calls and problems
• Ensuring all calls are dealt with efficiently and promptly in accordance with the Service Level Agreement
• Managing, prioritising and progressing their adopted calls, in particular:Effectively and promptly resolving calls, ensuring old calls are kept to a minimumAccurately investigating, identifying and rectifying both the causes and the symptoms of problemsProviding work arounds to minimise the impact of problems when this is appropriateImplementing solutions to the customers’ best advantage and ensuring the call resolutions meet the working and business practices of the customerEscalating calls and seeking advice when appropriate
• Using the call logging system correctly and ensuring that calls are updated on a regular basis with actions undertaken
• Regularly updating customers regarding the status of their calls
• Effectively handling complaints and call escalation requests from customers
• Identifying calls that are not support calls and dealing with these following the correct procedures, for example after sales calls, chargeable support calls, modification and system change requests etc.
• Assisting less experienced members of the team with their calls
• Continually and pro-actively acquiring and retaining knowledge of Kerridge products and systems
• Pro-actively using the Intranet to share knowledge
• Working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service
• Alerting Senior personnel and their Manager and/or any of the other Support Managers as necessary regarding any sensitive customer issues
• Following and applying the standard Commercial Software Support Procedures and Practices
• Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with their Manager
• Undertaking any other projects as required by their Manager or the Support Director

Skills, Knowledge and Experience:

• Knowledge of Retail type application software
• A fundamental understanding of databases (SQL)
• Extensive experience in a customer-focused role in a service-oriented environment

Person Specification

• Be able to investigate unfamiliar problems and generate an effective solution in a systematic and logical manner
• Have excellent customer care and strong interpersonal skills
• Project a professional image
• Be adaptable and work as an effective member of a team
• Be organised and manage own workload efficiently
• Maintain a professional standard of communication at all levels
• Work conscientiously and use initiative
• Be calm under pressure and manage stressful situations
• Adopt a positive, pro-active approach to work

Special Conditions:

• This role may require travel, therefore a valid drivers’ licence is desirable
• The Support Analyst would be required to work the standard support hour shifts
• This role may require after-hours customer support

Remuneration:

• The salary and package are commensurate with the role and experience

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.