Support Team Leader

Klipboard; Johannesburg; Hybrid; ZAR 300,000 - 450,000; Full time

Job summary

Klipboard is seeking a Support Team Leader to manage a team of Technical Support Analysts. The ideal candidate will have extensive experience in customer service and ERP systems, with strong problem-solving and communication skills. This hybrid role offers a balanced work environment, combining office collaboration with remote work flexibility.

Qualifications

• Extensive experience in a customer-focused, service-oriented environment.
• Strong problem-solving skills for diagnosing and resolving complex issues.
• Knowledge of ERP One product and team leadership experience.

Responsibilities

• Manage day-to-day operations of a team of Technical Support Analysts.
• Resolve technical issues related to ERP One.
• Analyze data and trends for support process improvements.

Skills

Customer-focused

Problem-solving

Communication

Team leadership

Education

Degree in Computer Science or related field

Tools

ERP One product

KCML programming language

Oracle databases

Job description

Join us to apply for the Support Team Leader role at Klipboard. Get AI-powered advice on this job and explore more exclusive features.

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

1. Manage all aspects of the day-to-day operation of a team of Technical Support Analysts, including ensuring support cases are progressed according to Service Level Objectives.
2. Identify training needs of your team and monitor survey scores, following up on any scores or comments that do not meet targets.
3. Monitor resources to ensure adequate coverage across regions to serve the customer base.
4. Provide end-user support via phone, email, or chat, taking ownership of support cases and ensuring timely updates recorded on the ITSM system.
5. Resolve cases within SLAs, minimize old cases, provide workarounds, implement solutions, and raise issues with development teams.
6. Diagnose and resolve technical issues related to the ERP One Product, differentiating hardware and network problems.
7. Handle escalations and maintain a positive image of yourself and Klipboard to promote good relationships.
8. Maintain accurate records of support requests, resolutions, and knowledge base articles.
9. Provide guidance and support to users, proactively monitor potential problems, and suggest product improvements.
10. Analyze data and trends to identify areas for support process improvements.
11. Act as a coach and mentor to support analysts, promoting collaboration and a proactive approach.
12. Focus on continual service improvement and undertake any other duties as required.

Skills, Knowledge, and Experience

• Extensive experience in a customer-focused, service-oriented environment.
• Strong problem-solving skills for diagnosing and resolving complex issues.
• Excellent communication skills.
• A degree in Computer Science or related field, or equivalent knowledge of ERP One.
• Knowledge of ERP One product, KCML programming language, Oracle databases, and peripheral devices.
• Team leadership experience.

Company Information

Formerly Kerridge Commercial Systems (KCS), Klipboard unites expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. We have offices worldwide and are seeking talented individuals to join our growing teams.

We are committed to diversity, equity, and inclusion, creating an inclusive workplace where everyone can thrive and innovate.

If you need assistance or adjustments during the interview or employment process, please inform our TA or HR team.

We encourage applicants from underrepresented groups and those who may not meet every criterion but are passionate about the role and possess transferable skills.

Note: Klipboard only accepts CVs from agencies on our PSL with specific assignments. Do not forward resumes directly to our careers site or employees, as this does not constitute an introduction.

**This job posting is active.**