Support Analyst
Remote / Online - Candidates ideally in
Johannesburg, 2000, South Africa
Listing for:
Kerridge Commercial Systems
Full Time, Remote/Work from Home
position
Listed on 2026-01-27
Job specializations:
-
IT/Tech
Technical Support, IT Support
Job Description & How to Apply Below
"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
In this second line support role in our growing Global Ecommerce and Mobile Apps support team, you will be responsible for investigating, resolving and escalating incoming customer incidents and requests. The team provides support to our global customer base covering multiple time zones.
Key Responsibilities:
To ensure all incoming incidents are responded to promptly, maintaining a confident and professional approach to all communicationsTo accurately assess the nature of incident, following specific procedures based upon that assessment.To accurately identify the severity of the incident and appropriately set customer expectations.To gather information, interpret expected outcomes and work to provide a solution using your knowledge, investigative and problem solving support skills.To keep customers regularly updated through their incident life cycles.To engage with and develop clear communication channels with other departments/teams, as necessary, in order to lead resolution, diagnosis and communication.To interrogate and analyse log files to aid investigation.To query SQL databases.To work with our Development teams, defining and testing custom solutions to reported issues.To undertake such training as deemed appropriate to the post heldTo maintain an up-to-date knowledge of supported applications and developmentsTo take an active role in contributing towards the department’s knowledge baseAdditional Duties
Working individually and as part of a team towards the aims and objectives of the company as a whole.To fulfil departmental requirements in terms of administrative tasks, and to conform to Departmental policies and procedures.Maintain ongoing working co-operation with managers and staff within the department and the wider workplace.The above duties and responsibilities should be regarded as neither exclusive nor exhaustive, as the post holder may be required to undertake other reasonably determined duties commensurate with the post, without changing the general character of the post.
Skills, Knowledge and
Experience:
The ideal candidate would possess:
Bachelor’s Degree (or equivalent) in Computer Science or related discipline or suitable industry experience.A strong interest in Ecommerce, software applications and back-end systems.Ability to learn new skills quickly and adapt to complex systems.Some experience of Business software applications.Must be able to work under pressureHighly organized, detail-oriented, analytical and technically minded.A team player with excellent verbal and written communication skillsProfessional, punctual and goal-drivenPrevious experience working with online retail business and eCommerce systems supportExperience working with SOAP requests and responsesAbility to effectively prioritise tasksExposure to the following would be an advantage:
Operating Systems:
Windows, Linux, Android and iOSMicrosoft SQL & ExcelApache/IISWeb BrowsersHTML/XML/JSONBusiness/Sales intelligence software applicationsOnline retail business software and eCommerce systemsCommercial experience in customer serviceCompany Info
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