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"At Klipboardwe'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
Working as part of the 1st line Support Service Team you will provide a prompt, accurate and professional response or escalation to all incoming customer queries, with the aim of maintaining customer satisfaction in MAM and its products.
Specific Duties and Responsibilities
* To ensure all incoming incidents are responded to promptly. Maintaining a confident and professional approach to all communications
* To efficiently identify the caller and accurately assess their needs or requirements and nature of incident, following specific procedures based upon that assessment.
* To accurately identify and agree with the customer the severity of the incident allowing effective workload prioritisation to take place. Setting correct customer expectation.
* To ensure sufficient information is gathered and recorded as a new log on the Support System. The information should be an accurate and complete statement of the customer’s incident together with any actions taken or advice given.
* To take initial responsibility of the log and attempt to provide a solution using personal knowledge, colleague’s knowledge and available knowledge bases.
* Ensuring customers are kept informed on progress of any open logs for which you have responsibility.
* Where no immediate solution can be found, correct and prompt escalation based on current procedures. Communicate escalation to customer.
* To undertake such training as deemed appropriate to the post held.
* To maintain an up-to-date knowledge of supported applications and developments.
Additional Duties
* Working individually and as part of a team towards the aims and objectives of the company as a whole.
* To fulfil Departmental requirements in terms of administrative tasks, and to conform to Departmental policies and procedures.
* Maintain ongoing working co-operation with managers and staff within the department and the wider workplace.
The above duties and responsibilities should be regarded as neither exclusive nor exhaustive, as the post holder may be required to undertake other reasonably determined duties commensurate with the post, without changing the general character of the post.
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."
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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