Support Analyst

In this role you will deliver frontline software support for Klipboard’s ERP-focused applications within a global team. You’ll troubleshoot issues, keep customers updated, and manage cases to SLA standards, shaping positive customer outcomes. You will work across media (phone, email, chat) and may provide training and documentation to users. The position combines office collaboration with remote work and offers exposure to AI-enabled improvement initiatives.

• flexible hybrid work policy
• global company with offices worldwide
• opportunity to work with AI and emerging technologies
• customer-focused culture
• training and development opportunities
• collaborative team environment

• Deliver a first-class service to customers
• Answer questions and troubleshoot issues quickly and efficiently
• Provide high-quality updates to customers on a regular basis
• Correctly set customer expectations and deliver on promises
• Take personal responsibility for each case with proactive resolution
• Proactively manage assigned cases
• Maintain detailed case notes and quality
• Maintain a positive, can-do attitude
• Identify solutions and preventative measures for the customer
• Ensure cases progress in line with Klipboard Rental SLA
• Team knowledge sharing and support during leaves/absences
• Be curious to change and develop to better serve customers

• Good IT skills with significant experience in a similar application support role
• Knowledge of ERP or business IT systems
• Experience supporting applications with MS SQL databases, including script/query writing
• Customer-first attitude
• Ability to work under pressure in a fast-paced environment
• Excellent written and verbal communication to convey technical information
• Ability to troubleshoot effectively and aim for first-time resolution

• customer-first attitude
• excellent communication
• works well under pressure
• MS SQL databases with script/query writing
• ERP or business IT systems
• Crystal Reports (desirable)