Customer Support (UK)

Klipboard; Johannesburg; Hybrid; ZAR 50,000 - 200,000; Full time

Job summary

Klipboard is seeking a Customer Support Specialist to provide exceptional service via helpdesk and chat. Candidates should possess strong communication and problem-solving skills, along with at least 2 years of experience in a SaaS environment. Join us for a flexible hybrid work setting in a rapidly growing business with a strong commitment to inclusivity.

Benefits

Flexible working hours

Competitive salary

Team activities

Coaching and support

Thorough product training

28 days holiday per year

Pension contributions

Qualifications

• 2+ years in Customer Support within SaaS.
• Demonstrated ability to manage support requests effectively.
• Excellent verbal and written English communication.

Responsibilities

• Empathise with customers and resolve support requests.
• Handle customer queries via chat and maintain CRM.
• Keep Help Centre articles updated.

Skills

Customer Support Experience

Problem-Solving

Communication Skills

Self-Starter Approach

CRM Management

Job description

"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 – 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

We genuinely care about the success of our customers, as it is directly associated with our success. It is an exciting time here at Klipboard, You will be responsible for ensuring Klipboard customers are supported via our support helpdesk and chat facilities. The joy of problem solving, providing resolutions and delivering a quality customer experience are key.

With our support we will ensure you become a product expert in all things Klipboard for our customers, setting you off on your own success.

Key Responsibilities

• Empathise with every aspect of the customer experience, putting customers' needs first
• Become a trusted advisor with each customer support request and efficiently close out requests
• Answering customer support requests via Intercom chat facilities
• Escalating any support queries that require technical support and communicating any updates with the customer
• Maintaining the CRM and ticketing desk
• Maintaining Help Centre articles
• Maintain product expert knowledge on product features, advantages and benefits
  
  

Skills, Knowledge And Experience

• 2 + years Customer Support experience within a Software-as-a-Service (SaaS) business
• Proactive and a self-starter approach
• Strong problem-solving ability and great listening skills
• A firm understanding of customer service processes and objectives
• A demonstrable record of managing customer support requests and a busy support help desk
• Excellent English verbal and written communication skills working in a professional environment.
  
  

How We Partner With You

• Flexible working - we're serious about life-work balance
• Competitive salary
• Team activities
• Coaching and constant support
• Thorough product and sales training to equip you with the tools to succeed
• The chance to be part of a rapidly scaling business
• That satisfying feeling knowing you’ve added real value!
• Minimum of 28 days of holidays a year
• Pension contributions.
  
  

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."

Equal Opportunities

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.