Support Analyst

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

Job summary

A specialist software provider seeks a motivated individual to assist customers with software solutions in Johannesburg. The role involves providing technical support, training, and collaborating with internal teams to enhance customer satisfaction. Candidates should possess a college-level IT qualification or equivalent experience, strong communication skills, and a passion for IT. The company promotes a hybrid work model, fostering a balanced work environment.

Benefits

Competitive salary

20 days holiday

Employer-matched contributory pension

Quality training and career development opportunities

Qualifications

• Demonstrable interest in IT and a drive to build a successful career.
• Experience dealing with customers and handling escalations.
• Ability to plan, prioritize and work on several projects at once.

Responsibilities

• Assist customers using the product and provide setup assistance.
• Monitor support cases and customer feedback for product development.
• Work with internal stakeholders to resolve customer service issues.

Skills

Analytical mindset

Problem-solving skills

Excellent communication skills

Customer empathy

Flexibility and adaptability

Education

College level IT qualification or equivalent experience

Job description

Overview

Klipboard is a specialist software provider delivering fully integrated trading and business management solutions to companies in the distributive trade worldwide. The company operates from offices in the UK, Ireland, the Netherlands, South Africa, Kenya and North America.

Hybrid Work Policy

Employees spend three days in the office and two days working from home, promoting a balanced work environment that combines office collaboration with the comfort and convenience of remote work.

Key Responsibilities

• Assist customers using the product, providing setup assistance, technical support and training.
• Respond to inbound tailored training sessions online to new and existing customers, promoting retention.
• Monitor support cases and customer feedback, feeding this information back into the product development documentation.
• Make layout modifications to customers who request changes via HTML and CSS (training provided on the job).
• Work with internal stakeholders to resolve customer service issues and deliver help documentation and video content.

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 problem‑solving skills.
• Analytical and process‑oriented mindset.
• Ability to plan, prioritise and work on several projects at once.
• Desire to work under pressure in a fast‑paced environment.
• Strong interpersonal skills, customer empathy and determination to resolve issues.
• Experience dealing with customers, including proven experience handling escalations.
• Ability to build relationships with customers and internal stakeholders.
• Quick learner of new applications and technologies with a desire for continuous improvement.
• Flexible and adaptable as products and processes evolve.
• Excellent communication skills and willingness to work with others, providing support during peak demand times.

Benefits

• Competitive salary (dependent on qualifications and experience).
• 20 days holiday and an employer‑matched contributory pension.
• Great working environment, quality training and career development opportunities.

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.