Support Team Lead
Klipboard
Date: 19 hours ago
City: Johannesburg, Gauteng
Contract type: Full time
"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
Skills, Knowledge and Experience:
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.
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
- inspHire is a market leader in the development and provision of rental industry software
- Helpdesk Team Leader role provides and manages 1 st /2 nd line business-to-business software application support
- Line managing part of a global team supporting inspHire products as well as databases, reporting tools, MS Server and Desktop operating systems plus other third-party applications
- Communicating via multiple media – phone, e-mail, chat
- Creating documentation and delivering customer training where required
- Hybrid role – 60% office based, potential for limited travel to customer sites
- Covering support hours between 8am and 5pm
- Your responsibilities include but are not exclusive to:
- Ensure a first-class service to our customers
- Motivation and leadership of the Analysts within assigned section, promoting hard work, “no blame” attitude and a positive message
- Management of team rotas, holidays, case load, case progression, case management, customer expectations and escalations
- Use and develop reporting to ensure services are managed to the correct standards
- Assisting daily with telephone calls and resolving tickets as a senior member of the team
- Take care of your direct reports:
- Perform regular 1-2-1 sessions to ensure well-being and career progression
- Facilitate training, development and innovation activities for Analysts within team
- Perform reviews with Analysts to ensure standards are maintained and improved
- Manage and act upon customer satisfaction surveys and other feedback
- Provide 1 st level of escalation support for customers or direct reports
- Work as part of Helpdesk management team
- Participate on team performance reporting with other Helpdesk Leads
- Provide a role-model/aspirational figure within the team, delivering daily examples of expected levels of performance, self-development and “can do” attitude
- Identify and lead on tangible continuous improvement and “shift-left” activities to better serve our customers
Skills, Knowledge and Experience:
- Good IT skills with demonstrable experience in a similar IT support role
- Experience of people-management in a technical IT services environment
- Ability to work under pressure in a fast-paced environment
- Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner
- Consistently produce high quality and detailed documentation and reports
- Experience of providing service metrics and working to SLAs and KPIs
- Customer service focused
- Confident leader, with the natural ability to motivate and lead a team
- Decision maker under pressure
- Understands priority and urgency of customers business requirements
- Business/commercial awareness
- IT culture awareness, understanding the requirements of GDPR
- Forward thinking/proactive nature
- Multi-tasker
- Knowledge and experience of Microsoft SQL Server
- Knowledge of Crystal Reports
- Knowledge of Sage Accounting Solutions
- Knowledge of ERP or business IT systems
- Appreciation for all products and services in the inspHire offering
- ITIL Qualified
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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