Principal Consultant

Klipboard; Johannesburg; On-site; ZAR 250,000 - 420,000; Full time

Job summary

Klipboard is seeking a Technical Support Analyst to deliver responsive, customer-focused application support for Klipboard customers after implementation. You will own incidents and problems, investigate root causes, and communicate progress clearly to customers.

Working in the Application Support department, you will handle queries related to Klipboard software, ensure SLAs are met, and contribute to knowledge articles and continuous process improvements.

Qualifications

• Experience in a customer-focused service environment.
• Degree in Computer Science or equivalent.
• Solid understanding of databases and ITIL framework.
• Experience using ITSM systems to log and track incidents.

Responsibilities

• Take ownership of incidents and problems, ensuring timely resolution and updates.
• Prioritize and progress support cases, reducing ageing backlogs.
• Diagnose issues by identifying root causes and applying effective solutions.
• Escalate complex issues and seek guidance when needed.
• Maintain up-to-date records in the ITSM system.
• Support Klipboard application software and related databases.
• Apply structured programming and technical expertise to diagnose issues.
• Keep knowledge of Klipboard products current to improve service.
• Follow SLAs and standard support procedures at all times.
• Assist with out-of-hours/24x7 rota as required.

Skills

Customer-focused

Incident investigation

Problem solving

Clear communication

Team collaboration

Education

Computer Science degree or equivalent

Tools

KCML

Databases

ITSM software

ERP knowledge

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.

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.

The Technical Support Analyst is accountable for delivering a responsive, professional and customer-focused application support service to Klipboard customers. The role takes ownership of application-related incidents and problems, investigating and resolving both causes and symptoms, and keeping customers informed at every stage of the support process.

Working within the Application Support department, the role supports customers with queries and issues relating to Klipboard application software following implementation, and with technical matters prior to implementation where required. Success is defined by incidents resolved within agreed service levels, a low volume of ageing cases, problem tickets resolved within acceptable timeframes and customers who are able to gain maximum value from Klipboard solutions.

Key Responsibilities

• Take ownership of application incidents and problems, ensuring timely investigation, resolution, and communication while maintaining agreed service levels.
• Manage, prioritise, and progress assigned support cases, ensuring incidents are resolved efficiently and ageing backlogs are minimised.
• Investigate and diagnose application issues by identifying root causes, analysing symptoms, and implementing effective solutions or workarounds where appropriate.
• Escalate complex incidents and seek guidance when required to ensure prompt and effective resolution.
• Maintain accurate and up-to-date records within the IT Service Management (ITSM) system, documenting actions taken and progress made on incidents.
• Support and troubleshoot Klipboard application software and related databases to ensure optimal system performance and customer satisfaction.
• Apply structured programming and technical expertise to diagnose, investigate, and resolve application-related issues.
• Continuously develop and maintain knowledge of Klipboard products, systems, databases, and support processes to enhance service delivery.
• Adhere to established Software Support procedures, standards, and service level agreements (SLAs) in all aspects of support delivery.
• Identify and appropriately manage requests that fall outside standard support services, including change requests, modifications, and chargeable support activities.
• Provide clear, regular, and professional updates to customers regarding the status of incidents, problems, and resolutions.
• Effectively manage customer complaints and escalation requests, ensuring issues are resolved in a professional and customer-focused manner.
• Create, maintain, and contribute to knowledge articles and support documentation for internal teams and customers.
• Proactively identify sensitive or high-impact customer issues and elevate them to senior team members or management as appropriate.
• Collaborate with support teams and cross-functional departments to deliver a prompt, efficient, and professional customer support experience.
• Contribute to continuous improvement initiatives by identifying opportunities to enhance support processes, procedures, and service delivery.
• Participate in out-of-hours and 24x7 support rota activities as required by the role.
• Support additional project, integration, delivery, or business-related activities as required by management and organisational needs.

Skills, Knowledge And Experience

Required Qualifications and Experience

• Extensive experience in a customer-focused role within a service-oriented environment.
• A Computer Science degree, a degree with a significant computing element, or an equivalent qualification.
• Good working knowledge of a structured programming language, preferably KCML.
• A working understanding of databases and how application data is structured and queried.
• An understanding of ITIL frameworks and service management practice.
• Demonstrable incident investigation and problem-solving capability, including identifying root causes and designing practical workarounds.
• Accurate and disciplined use of an ITSM system to record, progress and update incidents.
• Clear written and verbal communication, with the ability to keep customers informed and handle complaints and escalations professionally.

Preferred Qualifications And Experience

• Knowledge of Klipboard application software.
• ITIL Foundation certification or an equivalent service management qualification.
• Experience supporting ERP or business management software across a multi-customer estate.
• Experience creating and maintaining knowledge articles for internal and external audiences.
• Experience working to formal service level agreements within a shift-based or 24x7 support model.

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.

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.