Support Analyst

"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

• inspHire is a market leader in the development and provision of rental industry ERP software
• Senior Analyst role provides 1 st and 2 nd line software application support
• Working in a global team supporting inspHire products as well as databases, reporting tools, MS Server and Desktop operating systems plus other third-party applications
• Communicating via multiple media – phone, e-mail, chat
• Creating documentation and delivering customer and staff training where required
• Hybrid role – 40% home and 60% office based, potential for limited travel to customer sites
• Covering global support hours on a rota basis, including night shifts
  
  

Key Responsibilities

• Your responsibilities include but are not exclusive to:
• Deliver a first-class service to our customers
• Answer questions and troubleshoot issues quickly and efficiently.
• Provision of high-quality updates to customers on a regular basis.
• Correctly set the customers’ expectations.
• Deliver on promises
• Provide training to members of the team to maintain standards
• Ensure all cases are progressed in line with InspHire SLA’s
• Take personal responsibility for own tickets and ensure all parties are kept updated
• Case Management: Take accountability for cases in the department, mitigating risks and providing support and escalation point to other members of the team
• Team Working: Technical lead in department, manages continuous improvement activities/projects, proactively shares knowledge, help during times of leave/absence
• Leading by example, always display a positive and can-do attitude – advocate of company
• Proactively design and implement solutions to improve customer experience
• Mentor and provide feedback on team members, ensuring quality levels are maintained
• Be curious to change, evolve and develop in ways that help us better serve our customers.
  

Essential

Skills, Knowledge and Experience:

• Significant experience in a similar application support role for a complex ERP system
• Strong investigation skills into complex issues to a data or code level
• Demonstrable experience in a similar IT support role, including:
• Strong MS SQL Server database experience:
• writing and running traces/scripts
• performance analysis
• triaging data anomalies
• providing root cause analysis back to application code/system activity/hardware
• MS SQL Server toolsets and processes
• Experience with programming languages, preferably VB
• Experience troubleshooting Microsoft Operating Systems (Server and Desktop Editions)
• Experience and knowledge of:
• LAN/WAN networking
• General networking concepts (TCP/IP, DNS)
• Always display a “customer first" attitude
• Ability to work under pressure in a fast-paced environment
• Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner
• Ability to troubleshoot and strive for first time resolution of issues.
• Consistently produce high quality and detailed work
  

Desirable

• Knowledge of Crystal Reports
• Knowledge of Sage Accounting Solutions
• Appreciation for all products and services in the inspHire offering
• Experience and knowledge of:
• Virtualisation technologies
• Cloud (MS Azure) technologies
  

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. 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 transferrable skills, we would love to hear from you!

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. If you wish to be considered for our PSL then please email global.TA@kerridgecs.com however please note we receive a high volume of requests and we are unable to accept them all