Principal Consultant

"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. 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, problem tickets resolved within acceptable timeframes and customers who are able to gain maximum value from Klipboard solutions. Key Responsibilities: Take ownership of application incidents and problems, ensuring timely investigation, prioritisation, resolution, and communication in line with agreed service levels. Manage and progress assigned support cases, maintaining control of workloads and minimising ageing incident backlogs. Investigate and diagnose application issues, accurately identifying root causes and symptoms to implement effective and sustainable solutions. Provide appropriate workarounds to minimise customer impact while permanent resolutions are being developed. Escalate complex incidents and seek guidance from senior colleagues or management when required to ensure prompt resolution. Maintain accurate and up-to-date records within the IT Service Management (ITSM) system, documenting actions taken, progress updates, and resolutions. Support and troubleshoot Klipboard application software and associated databases to ensure system stability and customer satisfaction. Apply structured investigation techniques, database knowledge, and software support methodologies to diagnose and resolve technical issues. Continuously develop and maintain expertise in Klipboard products, systems, and support processes to enhance service delivery. Adhere to established Software Support procedures, standards, and service level agreements in all support activities. Identify and appropriately manage requests that fall outside standard support activities, including chargeable support, modifications, after-sales requests, and system changes. Provide regular, professional, and clear updates to customers regarding the progress and status of incidents and problem resolutions. Handle customer complaints and escalation requests professionally, ensuring positive outcomes and effective issue management. Develop, maintain, and contribute to knowledge base articles and support documentation for internal teams and customers. Escalate sensitive or high-impact customer issues to senior management or relevant stakeholders in a timely manner. Collaborate closely with support teams and other business functions to deliver a responsive, efficient, and professional customer support service. Proactively identify and recommend improvements to support processes, procedures, and service delivery standards. Participate in agreed support schedules and on-call support rotas as required by business needs. Support project, integration, implementation, and delivery activities as required by the department and wider business. Skills, Knowledge and Experience: Required Qualifications and Experience 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 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. #LI-Hybrid