Senior Technical Support Consultant

Klipboard; Johannesburg; Hybrid; 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

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.