"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
1. As the market leader in developing and delivering fully integrated business management solutions our mission is simple: to design, implement and support high performance systems that enable our customers to source effectively, stock efficiently, sell profitably and service competitively on a Global scale.
2. The Support Department plays a crucial role in assisting customers with technical queries and issues related to our payment solutions. As a Support Analyst, you will be the first line of support for customers, assisting with the initial setup of their payment systems and providing ongoing support to ensure smooth role consists of shifts between 8am and 4.30pm Thursday – Monday (hours may change during onboarding period) This role may also require working on UK/Ireland bank holidays.
Key Responsibilities:
3. Onboarding New Customers: Assist new clients with the initial application, provisioning, setup, and integration of payment solutions, ensuring a smooth and efficient implementation of payment services.
4. Provide Ongoing Support: Offer technical assistance to customers regarding payment processing and device issues, ensuring that all queries are resolved promptly and professionally.
5. Reconciliation: Aid our users with transaction and payout queries.
6. Mentorship: Assist in training and guiding junior members of the support team, contributing to their growth and development in payments technology.
7. Knowledge Sharing: Contribute to the support knowledge base by documenting processes, solutions, and troubleshooting steps for common payment-related issues.
8. Case Management: Prioritize and manage support cases using the KCS ticketing system, ensuring accurate tracking and timely resolution.
9. Problem Resolution: Investigate and resolve technical issues related to payment processing, ensuring minimal disruption to customer operations.
10. Payment System Troubleshooting: Work with customers to identify and resolve issues with payment terminals, card reader devices, and POS integrations.
11. Escalation: When necessary, escalate complex issues to senior team members or engineering for further investigation and resolution.
12. Customer Communication: Keep customers updated on the status of their issues and offer workarounds if necessary, ensuring transparency and clear communication.
13. Process Improvement: Actively identify opportunities to improve the support process or customer experience and share these with the management team.
14. Collaboration: Work closely with other teams, such as product management and engineering, to resolve customer issues and improve the overall service.
15. Compliance and Security: Ensure that all support activities comply with security and regulatory requirements for payment processing services.
16. Feedback Loop: Collect feedback from customers to identify areas for service improvement and share insights with the product and development teams.
17. Project Involvement: Participate in any other projects or initiatives assigned by the Support Manager or Director.
Skills, Knowledge and Experience:
18. Excellent written and verbal communication skills
19. Strong interpersonal skills and the ability to build positive relationships with customers
20. A keen eye for detail, ensuring accuracy and precision when handling payments-related issues
21. Excellent problem-solving skills with the ability to troubleshoot technical payment-related issues effectively
22. Experience with payment processing systems or POS integrations is highly desirable
23. Basic knowledge of credit and debit card payment systems, including EMV and NFC technology
24. Experience with relational databases (e.g., SQL) is a plus
25. Ability to multitask, prioritize, and manage multiple cases efficiently
26. Strong customer service orientation with a proactive approach to resolving issues
27. Ability to work independently and as part of a team in a fast-paced environment
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.
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