Support Team Leader

"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

• Manage:all aspects of the day to day operation of a team of Technical support Analysts, this would include:
• Ensure support cases are being progressed in accordance with the Service Level Objectives.
• Identifying the training needs of your team.
• Monitor the survey scores of your team and follow up on any scores or comments that do not meet the agreed targets of the business.
• Monitor resources, ensuring we have enough resources working in each region to provide the required cover to the customer base.
• Provide End User Support:Providing support to Klipboard customers, often through phone, email, or chat by taking ownership of a wide variety of support cases and ensuring customers receive regular updates which are recorded on the ITSM system. This would include:
• Resolving cases within the Service Level Objectives.
• Ensuring old cases are kept to a minimum.
• 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.
• Raise issues with the development teams.
• Troubleshooting and Resolution: Diagnose and resolve technical issues related to the ERP One Product and be able to differentiate hardware and network problems.
• Handle escalations: There will be times cases owned by your team or other analysts within the technical team will need to be handled directly with the customers.
• Project Positive Image: At all times you should display a positive image of yourself and of the Klipboard business to promote good working relationships internally and externally.
• Documentation: Maintaining accurate records of support requests, resolutions and where appropriate Knowledgebase articles within the ITSM system.
• Training and Knowledge Transfer: Providing guidance and support to users on using the ERP One software.
• Proactive Monitoring: Identify potential problems and implementing preventative measures.
• Defensive Programming: identify potential product changes that make could potentially make the product more robust.
• Support Procedures: Take the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with the leadership team.
• System Analysis: Analysing data and trends to identify areas for improvement in support processes.
• Encouraging: Act as a coach and mentor to the Support Analysts and promote collaborative working so that everyone works together as a team and adopt a more pro-active approach to handing cases.
• Continual Service Improvement: Focus on ways the technical team can continue improving the service we offer our customers.
  

Any other duties as requested that are commensurate with the role.

Skills, Knowledge And Experience

• Extensive experience in a customer-focused role in a service-oriented environment plus.

• Strong problem-solving skills to provide the ability to diagnose and resolve complex technical issues.
• Strong communication skills.
• A Computer Science degree, or degree with a large element of computing, equivalent qualification or knowledge of the ERP One product.
• A good knowledge of the ERP One product.
• Extensive experience in one of the technical disciplines required to support our ERP One product:
• The KCML programming language.
• Oracle databases.
• Understanding of printers, peripheral devices and network configuration.
• Team Leadership experience.
  

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.