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 a global, growing business that embraces AI and emerging technologies to enhance customer outcomes, collaboration, and continuous improvement. We’re looking for people who are curious about or fluid with AI, open to change, and excited to learn how technology can improve the way we work and help our customers which is always supported by strong human insight and communication. • Klipboard Rental is a market leader in the development and provision of rental industry software • Helpdesk Analyst role provides 1st line business-to-business software application support • Working in a global team supporting Klipboard Rental 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 – 100% home based, potential for some office attendance as required • Covering support hours overnight from Sunday to Thursday and covering AUS / NZ working day on a rota basis i.e. 10pm – 8am and moving throughout the year to match daylight savings in South Africa and New Zealand Key Responsibilities: • Your responsibilities include but are not exclusive to: • 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. • Deliver on promises • 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 Rental 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: Essential • Good IT skills with demonstrable experience in a similar IT support role • Knowledge of Microsoft Operating Systems (Server and Desktop Editions) • Intermediate knowledge of Microsoft SQL database structures • Experience of supporting applications with MS SQL databases, including script/query writing • Knowledge of ERP or business IT systems • Always display 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 and strive for first time resolution of issues. • Consistently produce high quality and detailed work Desirable • Knowledge of Crystal Reports • Knowledge of Sage Accounting Solutions • Appreciation for all products and services in the Klipboard Rental offering.