Support Analyst

Kerridge Commercial Systems; Gauteng; Hybrid; ZAR 300 000 - 400 000; Full time

Job summary

A leading software solutions provider is seeking a full-time Technical Support Specialist in South Africa. You will assist customers with setup, training, and support while working in a hybrid model. Ideal candidates will have an IT background and strong interpersonal skills, coupled with a commitment to customer satisfaction and problem-solving abilities. Competitive salary and benefits offered.

Benefits

20 days holiday

Employer-matched contributory pension

Career development opportunities

Qualifications

• Demonstrable interest in IT with a drive to build a successful career.
• Experience dealing with customers and managing escalations.
• Ability to plan and prioritize multiple projects.

Responsibilities

• Provide setup assistance, technical support, and training to customers.
• Create help documentation and video content.
• Work with stakeholders to resolve customer issues.

Skills

Problem-solving skills

Analytical mindset

Interpersonal skills

Customer empathy

Communication skills

Education

College level IT qualification or equivalent experience

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 including 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.

Key Responsibilities

• Ensure all customers successfully use setup assistance, technical support and training to customers who use our product.
• Reply to inbound tailored training sessions online to both new and existing customer relationships that promote retention and monitor support cases and customer feedback.
• Feed information back into the product development document and layout modifications to customers who request changes via HTML and CSS (training provided on the job).
• Work with internal stakeholders to resolve customer issues and deliver customer service to many customers.
• Create help documentation and video content to help the customer base.

Skills, Knowledge and Experience

• College level IT qualification, or equivalent experience.
• Demonstrable interest in IT with a drive to build a successful career.
• Enthusiastic and creative in problem‑solving skills.
• An analytical and process‑oriented mindset.
• The ability to plan, prioritise and work on several projects at once.
• The desire to work under pressure and in a fast‑paced environment.
• Strong interpersonal skills, customer empathy and determination to resolve issues.
• Experience of dealing with customers, including proven experience in dealing with customer escalations to affect a positive outcome.
• Capability to build relationships both with customers and internal stakeholders.
• Rapid learning of new applications and technologies and a desire for continuous learning and improvement.
• Flexible and adaptable – both products and their processes will develop over time.
• Excellent communication skills and willingness to work with others, providing cover and support during peak demand times / holidays / sickness.

What does inspHire offer you?

• An opportunity to work with an early‑stage product in a forward‑thinking established and growing software solution company.
• We offer a variety of development and training to advance your career and we will work with you to accelerate your advancement.
• In addition to our standard benefits of 20 days holiday and an employer‑matched contributory pension you will get a competitive salary (dependent on qualifications and experience).
• Great working environment, quality training provided, career development and opportunity to grow.
• Become part of our amazing Klipboard family!

Job Types

• Full‑time, Permanent.
• Home based (unless required to come into office e.g., during training).
• Shift hours – covering Brisbane, Australia 9am–5pm Mon‑Fri (1am–9am Johannesburg – dependent upon daylight savings time).
• Plus a daily small handover expectation at start of shift (in future).

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 spark innovation. 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 transferable skills, we would love to hear from you!

Recruitment Information

We do not accept agency speculative resumes. 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.

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