Support Analyst

Introduction

"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.

Role Overview

The Technical Support Analyst is accountable for delivering a responsive, professional and customer-focused application support service to Klipboard customers. The role takes ownership of application-related incidents and problems, investigating and resolving both causes and symptoms, and keeping customers informed at every stage of the support process.

Working within the Application Support department, the role supports customers with queries and issues relating to Klipboard application software following implementation, and with technical matters prior to implementation where required. Success is defined by incidents resolved within agreed service levels, a low volume of ageing cases, and customers who are able to gain maximum value from Klipboard solutions.

Key Responsibilities

• Support the execution of customer marketing programs and cross-sell initiatives across North America, ensuring alignment with business objectives and marketing strategies.

• Coordinate, execute, and monitor multi-channel marketing campaigns, including email, webinar, digital, and customer engagement initiatives.

• Assist with campaign planning, setup, implementation, and reporting through CRM and marketing automation platforms.

• Plan and coordinate marketing events, managing logistics, communications, stakeholder engagement, and post-event activities.

• Manage project timelines and coordinate deliverables across internal teams and external partners to ensure campaigns are delivered on time and to a high standard.

• Maintain marketing calendars, campaign documentation, program trackers, and operational records to support effective project and campaign management.

• Support lead management processes, including list management, data uploads, campaign tracking, reporting, and data quality initiatives.

• Monitor campaign performance and prepare reports and analyses to measure effectiveness, track outcomes, and identify opportunities for improvement.

• Ensure the accuracy and integrity of marketing data, campaign records, tracking systems, and reporting tools.

• Maintain marketing systems, databases, and campaign assets to ensure the efficient execution of marketing activities and programs.

• Collaborate with marketing, sales, and cross-functional stakeholders to deliver customer-focused campaigns and business outcomes.

• Build and maintain effective relationships with internal stakeholders and external vendors to ensure seamless execution of marketing initiatives.

• Deliver high-quality marketing communications and customer experiences that enhance engagement and support revenue growth objectives.

• Provide administrative and operational support to the marketing team, ensuring efficient day-to-day operations.

• Contribute to continuous improvement initiatives by identifying opportunities to enhance marketing processes, operational efficiency, and stakeholder satisfaction.

• Undertake additional projects and responsibilities as required, consistent with the scope and level of the role.

Minimum Requirements

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

• A Computer Science degree, a degree with a significant computing element, or an equivalent qualification.

• Good working knowledge of a structured programming language, preferably KCML.

• A working understanding of databases and how application data is structured and queried.

• An understanding of ITIL frameworks and service management practice.

• Demonstrable incident investigation and problem-solving capability, including identifying root causes and designing practical workarounds.

• Accurate and disciplined use of an ITSM system to record, progress and update incidents.

• Clear written and verbal communication, with the ability to keep customers informed and handle complaints and escalations professionally.

Preferred Qualifications and Experience

• Knowledge of Klipboard application software.

• ITIL Foundation certification or an equivalent service management qualification.

• Experience supporting ERP or business management software across a multi-customer estate.

• Experience creating and maintaining knowledge articles for internal and external audiences.

• Experience working to formal service level agreements within a shift-based or 24x7 support model.

Company Information

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 ownersh