Trade 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 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.

• Pro‑actively take ownership of a wide variety of calls and problems.
• Ensure all calls are dealt with efficiently and promptly in accordance with the Service Level Agreement.
• Manage, prioritise and progress adopted calls.
• Effectively and promptly resolve calls, keeping old calls to a minimum.
• Accurately investigate, identify and rectify the causes and symptoms of problems.
• Provide work‑arounds to minimise the impact of problems when appropriate.
• Implement solutions to the customers’ best advantage and ensure that call resolutions meet the customer’s working and business practices.
• Escalate calls and seek advice when appropriate.
• Use the call logging system correctly and update calls regularly with actions undertaken.
• Regularly update customers regarding the status of their calls.
• Effectively handle complaints and call escalation requests from customers.
• Identify calls that are not support calls and deal with them following the correct procedures (e.g., after‑sales calls, chargeable support calls, modification and system change requests).
• Assist less experienced team members with their calls.
• Continuously acquire and retain knowledge of Kerridge products and systems.
• Pro‑actively use the Intranet to share knowledge.
• Work with members of the Support Team and other departments to ensure that customers receive a prompt, efficient service.
• Alert senior personnel and/or any of the other Support Managers as necessary regarding any sensitive customer issues.
• Follow and apply standard Commercial Software Support Procedures and Practices.
• Take the initiative and identify ways in which the Support Service and/or Support Procedures can be improved, and discuss these with the Manager.
• Undertake any other projects as required by the Manager or the Support Director.

• Knowledge of retail‑type application software.
• A fundamental understanding of databases (SQL).
• Extensive experience in a customer‑focused role in a service‑oriented environment.

• Be able to investigate unfamiliar problems and generate 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 team member.
• Be organised and manage own workload efficiently.
• Maintain a professional standard of communication at all levels.
• Work conscientiously and use initiative.
• Remain calm under pressure and manage stressful situations.
• Adopt a positive, pro‑active approach to work.

• This role may require travel; therefore a valid driver’s licence is desirable.
• The Support Analyst be required to work the standard support hour shifts.
• This role may require after‑hours customer support.

• The salary and package are commensurate with the role and experience.

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…