Support Analyst

KERRIDGE COMMERCIAL SYSTEMS CORP; Nottingham; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Hybrid role

Travel to customer sites possible

Job summary

Klipboard, formerly Kerridge Commercial Systems, is hiring a Support Analyst to provide B2B software application support for our rental and ERP solutions. This hybrid role combines office collaboration with remote work.

You'll work in a global team, support hours 8am-10pm on a rota, and help customers with questions, troubleshooting, and training.

Qualifications

• Good IT skills with significant experience in a similar application support role.
• Knowledge of ERP or business IT systems.
• Experience of supporting applications with MS SQL databases, including script/query writing.
• Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner.
• Ability to troubleshoot effectively and strive for first time resolution of issues.
• Experience in the Rentals industry.

Responsibilities

• Deliver a first-class service to our customers
• Answer questions and troubleshoot issues quickly and efficiently.
• Provision of high-quality updates to customers on a regular basis.
• Correctly set the customers’ expectations.
• Deliver on promises
• Take personal responsibility for every case ensuring a proactive approach to resolution and ensure all parties are kept updated
• Proactive management of assigned cases
• Maintain excellent quality of cases with detailed notes
• Be curious to change, evolve and develop in ways that help us better serve our customers.

Skills

IT skills

ERP knowledge

Excellent communication

Troubleshooting

Customer first attitude

Ability to work under pressure

Tools

MS SQL

Crystal Reports

Sage Accounting Solutions

Job description

"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.

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.

• Klipboard is a market leader in the development and provision of rental industry software
• Support Analyst role provides business-to-business software application support
• Working in a global team supporting Klipboard products as well as databases and reporting tools
• Communicating via multiple media – phone, e-mail, chat
• Creating documentation and delivering customer training where required
• Hybrid role – 40% home and 60% office based, potential for limited travel to customer sites
• Covering support hours between 8am and 10pm on a rota basis

Key Responsibilities:

• Your responsibilities include but are not exclusive to:
  • Deliver a first-class service to our customers
    • Answer questions and troubleshoot issues quickly and efficiently.
    • Provision of high-quality updates to customers on a regular basis.
    • Correctly set the customers’ expectations.
    • Deliver on promises
  • Take personal responsibility for every case ensuring a proactive approach to resolution and ensure all parties are kept updated
  • Proactive management of assigned cases
  • Maintain excellent quality of cases with detailed notes
  • Always display a positive and can-do attitude
  • Identify solutions and preventative measures to improve the customer’s experience
  • Ensure all cases are progressed in line with Klipboard Rental SLA’s.
  • Team Working: Proactively share knowledge, help during times of leave/absence, and share service improvement opportunities.
  • Be curious to change, evolve and develop in ways that help us better serve our customers.

Skills, Knowledge and Experience:

• Good IT skills with significant experience in a similar application support role
• Knowledge of ERP or business IT systems
• Experience of supporting applications with MS SQL databases, including script/query writing
• Always display a “customer first" attitude
• Ability to work under pressure in a fast-paced environment
• Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner
• Ability to troubleshoot effectively and strive for first time resolution of issues.
• Knowledge of Crystal Reports
• Knowledge of Sage Accounting Solutions
• Appreciation for all products and services in the Klipboard offering
• Experience in the Rentals industry

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!