Trade Support Analyst Job Johannesburg South Africa,Customer Service/HelpDesk

"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

Key Responsibilities:

Pro-actively taking ownership of a wide variety of calls and problems

Ensuring all calls are dealt with efficiently and promptly in accordance with the Service Level Agreement

Managing, prioritising and progressing their adopted calls, in particular:

Effectively and promptly resolving calls, ensuring old calls are kept to a minimum

Accurately investigating, identifying and rectifying both the causes and the symptoms of problems

Providing work arounds to minimise the impact of problems when this is appropriate

Implementing solutions to the customers’ best advantage and ensuring the call resolutions meet the working and business practices of the customer

Escalating calls and seeking advice when appropriate

Using the call logging system correctly and ensuring that calls are updated on a regular basis with actions undertaken

Regularly updating customers regarding the status of their calls

Effectively handling complaints and call escalation requests from customers

Identifying calls that are not support calls and dealing with these following the correct procedures, for example after sales calls, chargeable support calls, modification and system change requests etc.

Assisting less experienced members of the team with their calls

Continually and pro-actively acquiring and retaining knowledge of Kerridge products and systems

Pro-actively using the Intranet to share knowledge

Working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service

Alerting Senior personnel and their Manager and/or any of the other Support Managers as necessary regarding any sensitive customer issues

Following and applying the standard Commercial Software Support Procedures and Practices

Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with their Manager

Undertaking any other projects as required by their Manager or the Support Director

Skills, Knowledge and

Experience:

Essential

Knowledge of Retail type application software

A fundamental understanding of databases (SQL)

Desirable

Extensive experience in a customer-focused role in a service oriented environment

Person Specification

Be able to investigate unfamiliar problems and generate an effective solutions in a systematic and logical manner

Have excellent customer care and strong interpersonal skills

Project a professional image

Be adaptable and work as an effective member of a team

Be organised and manage own workload efficiently

Maintain a professional standard of communication at all levels

Work conscientiously and use initiative

Be calm under pressure and manage stressful situations

Adopt a positive, pro-active approach to work

Special

Conditions:

This role may require travel, therefore a valid drivers’ licence is desirable

The Support Analyst would be required to work the standard support hour shifts

This role may require after-hours customer support

Remuneration:

The salary and package are commensurate with the role and experience

Company Info

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