"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 incidents and problems
- Ensuring all incidents are dealt with efficiently and promptly in accordance with the Service Level Agreement
- Managing, prioritising, and progressing their adopted incidents, in particular:
- Effectively and promptly resolving incidents, ensuring old incidents 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 incidents and seeking advice when appropriate
- Upgrading customer systems using internal toolsets within the system, this might require:
- SQL or PLSQL experience to run scripts or perform manual updates on the database
- Unix experience to copy and execute the upgrade installation media
- Using the ITSM system correctly and ensuring that incidents are updated on a regular basis with actions undertaken
- Regularly updating customers regarding the status of their incidents
- Effectively handling complaints and call escalation requests from customers
- Identifying incidents that are not support incidents and dealing with these following the correct procedures, for example after sales incidents, chargeable support requests, modification and system change requests etc.
- Continually and pro-actively acquiring and retaining knowledge of KCS products and systems
- 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 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:
- Extensive experience in a customer-focused role in a service-oriented environment
- A Computer Science degree, or diploma, or equivalent qualification Knowledge of the KCS Application software
- A good knowledge of a structured programming language, preferably KCML
- An understanding of databases
Company Info
You may also have seen from our recent posts that we are excited to begin sharing our new company name – Klipboard. 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 join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter! 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."
Equal Opportunities
As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.
If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team.
Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don’t meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you!
To all recruitment agencies: Klipboard does not accept agency speculative resumes. At present we only accept CV’s from Agencies on our PSL who have been assigned specific position/s. Please do not forward resumes to our careers site or direct to Klipboard employee as this does not constitute an introduction and Klipboard retrospectively will not be liable for any candidate ownership or fees related to unsolicited resumes.
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