Customer Support Executive at Kerridge Commercial Systems Limited

, Queensland, Australia -

Full Time

Start Date

Immediate

Expiry Date

01 Jun, 26

Salary

0.0

Posted On

03 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, SaaS, Problem Solving, Intercom, Ticket Management, Communication, Troubleshooting, Data Security, Knowledge Management, Content Creation, Proactivity, Self-Starter, Listening Skills, Helpdesk Software, Customer Experience

Industry

Software Development

Description

"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 SaaS-based, next-generation field service management platform that transforms how organisations manage their mobile workforce. We help our customers to operate smarter and more efficiently for the delivery of service jobs in the field. * The role provides customers of the Klipboard Field Service Management (FSM) Saas solution with effective support through problem solving and providing resolutions to customer issues ensuring a quality customer experience. Key Responsibilities: Support Focus * Think like our customers when providing support to customers * Respond to customer inquiries in real time via chat/ticket channels (specifically Intercom), ensuring swift, accurate, and empathetic resolution. * Manage multiple concurrent conversations with professionalism, guiding users through technical issues and use cases. * Focus on ensuring each support ticket/request is fully resolved at a quality level customers will be satisfied with. * Trouble shoot any initial technical issues during set-up and escalate complex problems to the product team. * Fully document each support request in our helpdesk software. * Proactively provide updates on incident status, fixes and workarounds. * Proactively reach out to users showing low engagement or raising repeat issues via chat or in-app messaging. * Adhere to data security, privacy and compliance standards set out by the company. Knowledge management * Contributing to and managing a growing library of help centre articles that allow customers to resolve their own questions and issues. * Monitor support trends and recurring tickets to identify gaps in documentation, then create targeted content to proactively address them. * Collaborate with the Product team and Customer Success Manager to keep asset library current following feature releases or UI changes. * Always focus on areas of improvement in the product that can contribute to the product roadmap. Skills, Knowledge and Experience: Essential * 2 + years Customer Support experience within a Software-as-a-Service (SaaS) business * Proactive and a self-starter approach * Strong problem-solving ability and great listening skills * A firm understanding of customer service processes and objectives * A demonstrable record of managing customer support requests and a busy support help desk * Excellent English verbal and written communication skills working in a professional 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. #LI-Hybrid

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Responsibilities

The role involves providing effective support to customers of the Klipboard Field Service Management (FSM) SaaS solution by resolving technical issues and ensuring a quality customer experience through real-time chat and ticket channels. Key duties include troubleshooting initial technical problems, documenting requests, proactively updating users, and contributing to knowledge management by creating help center articles.