Support Analyst in Nottingham

At Klipboard, we have 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 including wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. 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.

The Support Analyst role provides business-to-business software application support, working in a global team supporting Klipboard products as well as databases and reporting tools. Responsibilities include:

• Delivering a first-class service to our customers
• Answering questions and troubleshooting issues quickly and efficiently
• Provision of high-quality written & verbal updates to customers on a regular basis
• Correctly setting the customers’ expectations
• Taking personal responsibility for every case ensuring a proactive approach to resolution
• Proactive management of assigned cases
• Maintaining excellent quality of cases with detailed notes
• Always displaying a positive and can-do attitude
• Identifying solutions and preventative measures to improve the customer’s experience
• Ensuring all cases are progressed in line with Klipboard SLA’s/SLO’s
• Proactively sharing knowledge, including creating knowledge documentation
• Helping during times of leave/absence
• Sharing and delivering on service improvement opportunities
• Being curious to change, evolve and develop in ways that help us better serve our customers

Essential:

• Good IT skills with demonstrable experience in a similar IT support role
• Knowledge of ERP or business IT systems
• Experience of supporting applications with MS SQL databases, including script/query writing
• Always displaying a 'customer first' attitude
• 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
• Ability to troubleshoot effectively and strive for first time resolution of issues

Desirable:

• Knowledge of Crystal Reports
• Knowledge of Sage Accounting Solutions
• Appreciation for all products and services in the Klipboard offering
• Experience in the Rentals industry

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 transferable skills, we would love to hear from you!