Support Analyst

Kerridge Commercial Systems; Nottingham; Hybrid; GBP 58,000 - 98,000; Full time

Benefits offered by this job

Hybrid work policy

Travel to customer sites (limited)

Job summary

Klipboard seeks an experienced customer support specialist in the United Kingdom to deliver a first-class service for our global rental and distribution customers. You will answer questions, troubleshoot issues quickly, and provide regular, high-quality updates to customers across multiple channels.

Join a global team using SQL databases and ERP tools, with ambitions to improve customer experience, knowledge sharing, and service delivery.

Qualifications

• Good IT skills with significant experience in a similar application support role.
• Knowledge of ERP or business IT systems.
• Experience supporting applications with MS SQL databases, including script/query writing.
• Customer-first attitude and ability to work under pressure in a fast-paced environment.
• Excellent written and verbal communication skills to convey technical information clearly and concisely.
• Ability to troubleshoot effectively and strive for first-time resolution of issues.
• Desirable: Knowledge of Crystal Reports.
• Desirable: Knowledge of Sage Accounting Solutions.
• Desirable: Appreciation for our products and services.
• Desirable: Experience in the rentals industry.

Responsibilities

• Deliver a first-class service to our customers.
• Answer questions and troubleshoot issues quickly and efficiently.
• Provide high-quality updates to customers on a regular basis.
• Set customer expectations correctly and deliver on promises.
• Take personal responsibility for every case, working proactively toward resolution and keeping all parties updated.
• Proactively manage assigned cases.
• Maintain excellent case quality with detailed notes.
• Display a positive and can-do attitude.
• Identify solutions and preventative measures to improve the customer experience.
• Ensure all cases progress in line with our Rental SLAs.
• Proactively share knowledge, help during leave or absence, and share service improvement opportunities.
• Be curious to change, evolve, and develop in ways that help us better serve our customers.
• Communicate via multiple channels including phone, email, and chat.
• Create documentation and deliver customer training where required.
• Support our products, databases, and reporting tools as part of a global team.

Skills

IT skills

Application support

MS SQL

Communication skills

Customer service

Troubleshooting

Working under pressure

First-time resolution

Rental industry knowledge

Tools

SQL

Sage

Crystal Reports

ERP

LESS

Job description

Salary: £58,000 - 98,000 per year

Requirements:

• Good IT skills with significant experience in a similar application support role
• Knowledge of ERP or business IT systems
• Experience supporting applications with MS SQL databases, including script/query writing
• Customer-first attitude
• Ability to work under pressure in a fast-paced environment
• Excellent written and verbal communication skills to convey technical information clearly and concisely
• Ability to troubleshoot effectively and strive for first-time resolution of issues
• Desirable: Knowledge of Crystal Reports
• Desirable: Knowledge of Sage Accounting Solutions
• Desirable: Appreciation for our products and services
• Desirable: Experience in the rentals industry

Responsibilities:

• Deliver a first-class service to our customers
• Answer questions and troubleshoot issues quickly and efficiently
• Provide high-quality updates to customers on a regular basis
• Set customer expectations correctly and deliver on promises
• Take personal responsibility for every case, working proactively toward resolution and keeping all parties updated
• Proactively manage assigned cases
• Maintain excellent case quality with detailed notes
• Display a positive and can-do attitude
• Identify solutions and preventative measures to improve the customer experience
• Ensure all cases progress in line with our Rental SLAs
• Proactively share knowledge, help during leave or absence, and share service improvement opportunities
• Be curious to change, evolve, and develop in ways that help us better serve our customers
• Communicate via multiple channels including phone, email, and chat
• Create documentation and deliver customer training where required
• Support our products, databases, and reporting tools as part of a global team

Technologies:

• AI
• ERP
• Support
• SQL
• Sage
• LESS

More:

We are Klipboard, a global and growing business providing specialist software, services, and support for fully integrated trading and business management solutions in the distributive trade. We serve wholesalers, distributors, merchants, retailers, and rental industry customers worldwide, with offices in the UK, Ireland, the Netherlands, South Africa, Kenya, and North America. We are in an exciting period of growth as we transition from Kerridge Commercial Systems (KCS) to Klipboard, bringing together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. We offer a flexible hybrid work policy, with three days in the office and two days working from home, and this role is hybrid with 40% home and 60% office based, plus potential limited travel to customer sites. We support a global, collaborative team culture and value curiosity, openness to change, and an interest in AI and emerging technologies. We are committed to diversity, equity, and inclusion, and we encourage applicants to apply even if they do not meet every listed requirement.

last updated 37 week of 2026