Support Analyst

Klipboard; Johannesburg; Hybrid; ZAR 240 000 - 360 000; Full time

Job summary

A global ERP solutions provider in Johannesburg is seeking a Support Analyst to resolve customer incidents and provide excellent service in a flexible hybrid work environment. The ideal candidate will have a Bachelor's degree, strong communication skills, and experience with eCommerce systems. The role involves collaboration with development teams and maintaining customer relationships.

Qualifications

• Bachelor's degree in Computer Science or equivalent experience required.
• Experience with eCommerce systems and online retail business software preferred.
• Ability to work well under pressure and in a team.

Responsibilities

• Investigate and resolve customer incidents and requests.
• Maintain communication with customers during incident lifecycle.
• Collaborate with development teams for custom solutions.

Skills

Strong interest in eCommerce

Excellent communication skills

Fast learner

Analytical skills

Detail-oriented

Effective prioritisation skills

Education

Bachelor's Degree in Computer Science or related discipline

Tools

Microsoft SQL

Excel

HTML

JSON

Job description

Support Analyst – Klipboard Join Klipboard where we 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 work in a flexible hybrid work environment : three days in the office, two days remote.

Key Responsibilities

• Investigate, resolve and escalated incoming customer incidents and requests.
• Respond promptly to all incidents maintaining confident and professional approach.
• Accurately assess incident nature following specific procedures.
• Determine severity and set customer expectations appropriately.
• Gather information, interpret expected outcomes, provide solution using investigative and problem‑solving skills.
• Keep customers regularly updated through incident life cycles.
• Engage and develop communication channels with other departments to lead resolution.
• Interrogate and analyse log files and query SQL databases.
• Collaborate with development teams to define and test custom solutions.
• Maintain up‑to‑date knowledge of supported applications.
• Actively contribute to department knowledge base.

Additional Duties

• Work individually or as part of a team towards company aims.
• Fulfill departmental administrative tasks and conform to policies.
• Maintain collaboration with managers and staff.

Skills, Knowledge and Experience

• Bachelor's Degree in Computer Science or related discipline or equivalent experience.
• Strong interest in eCommerce, software applications and back‑end systems.
• Fast learner, able to adapt to complex systems.
• Experience with business software applications.
• Works well under pressure.
• Highly organized, detail oriented, analytical and technically minded.
• Excellent communication skills.
• Professional, punctual and goal‑driven.
• Previous experience supporting online retail business and eCommerce systems.
• Experience with SOAP requests and responses.
• Effective prioritisation skills.

Additional Preferred Skills

• Operating systems : Windows, Linux, Android, iOS.
• Microsoft SQL & Excel.
• Apache / IIS.
• Web browsers.
• HTML, XML, JSON.
• Business / Sales intelligence software applications.
• Online retail business software and eCommerce systems.
• Commercial customer service experience.

Company Information

Klipboard, formerly Kerridge Commercial Systems (KCS), unites expertise across distribution, automotive, retail, rental, transport management, manufacturing and field service management.

Our global offices include the UK, Ireland, Netherlands, South Africa, Kenya and North America.

Equal Opportunities

We value diversity and commit to inclusive workplace culture.

If you need adjustments during the interview and offer process, please advise TA or HR team.