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 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

• Klipboard is growing and growing fast, new opportunities are available and change is required to continue on our journey of success.  It’s an extremely exciting time to be joining our business!
• As the market leader in developing and delivering fully integrated business management solutions our mission is simple: to design, implement and support high performance systems that enable our customers to source effectively, stock efficiently, sell profitably and service competitively on a Global scale.
• The Software Support Department assists customers with queries and problems relating to the Autowork One application software post implementation.  The Department also provides customers with a wide variety of other services including the installation of new software and training.
• As part of our support department Support Analysts assist our customers with how-to, simple troubleshooting and triaging the incoming tickets via our support portal, email or phone.

Key Responsibilities: 

• Provide best in class customer support to customers who use our product, replying to inbound queries through chat, phone and email.
• Packing and sending peripherals and accessories sold to customers.
• Deliver a first-class service to our customers
• Answer questions and troubleshoot issues quickly and efficiently.
• Provision of high-quality updates to customers on a regular basis.
• Correctly set the customers’ expectations.
• Take personal responsibility for every case ensuring a proactive approach to resolution and ensure all parties are kept updated.
• Proactive management of assigned cases.
• Maintain excellent quality of cases with detailed notes.
• Always display a positive and can-do attitude.
• Identify solutions and preventative measures to improve the customer’s experience.
• Ensure all cases are progressed in line with Klipboard Autowork One SLA’s.
• Team Working: Proactively share knowledge, help during times of leave/absence, and share service improvement opportunities.
• Be curious to change, evolve and develop in ways that help us better serve our customers.

Skills, Knowledge and Experience:

• Excellent written and verbal Swedish skills.
• Knowledge and ability to communicate with Nordic and English customers.
• Strong interpersonal and communication skills.
• Always display a “customer first" attitude.
• Ability to work under pressure in a fast-paced environment.
• Ability to troubleshoot and strive for first time resolution of issues.
• Consistently produce high quality and detailed work.

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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