Trade Support Analyst

Overview

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.

• 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
• 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

• 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 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

• 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

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

You may also have seen from our recent posts that we are excited to begin sharing our new company name – Klipboard. Kerridge…