Klipboard (formerly KCS) provides specialist software, services and support to deliver integrated trading and business management solutions. With a unique depth of knowledge in ERP/SaaS solutions, Klipboard’s clients include wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. The company has offices in the UK, Ireland, Netherlands, South Africa, Kenya and North America.
RAM Tracking, a leading provider of vehicle tracking and field service management solutions, is currently seeking a Customer Success Executive to join our growing team in Leeds. This position is fully office‑based (5 days per week).
Following our acquisition by Klipboard (formerly KCS) in February, we’re entering a new and exciting phase of growth. With over 2 million monthly platform logins and a rapidly expanding customer base across the UK and North America, this is a unique opportunity to join a dynamic, forward‑thinking organization.
As a 4 G Upgrade Executive you will be responsible for booking installation work with our UK‑wide engineer base, ensuring a positive customer experience by providing proactive support, building strong client relationships, and addressing any challenges effectively and professionally. You’ll play a key role in helping our customer base upgrade their fleet to our new 4 G tracking systems, whilst helping our Customer Support team keep records and update systems as we move away from 2 G equipment.
Key Responsibilities
- Coordinate with partners and subcontractors to schedule service and installations.
- Troubleshoot and resolve customer issues related to bookings and 2 G to 4 G upgrades with urgency, aiming for first‑contact resolution.
- Respond to customer inquiries through various channels, including phone and email.
- Accurately process equipment and accessory orders.
- Maintain detailed and accurate case documentation in internal systems.
- Manage daily case volume and ensure consistent follow‑up.
- Handle channel escalations efficiently and professionally.
- Provide internal support to departments including Sales, Implementation, Tech Support, Finance, and Logistics & Returns.
- Oversee order response times and manage installation lead times.
- Support customer retention through effective communication and relationship building.
Team Collaboration
- Work closely with the customer support project senior and other members of the team.
- Prioritise workload based on customer demands under the direction of your line manager.
Skills, Knowledge and Experience
- Minimum 3 years of experience in customer support or administrative roles, preferably in a tech or software support environment.
- Strong problem‑solving skills with the ability to deliver quick and effective resolutions.
- Excellent verbal and written communication skills, with the ability to clearly explain technical processes to non‑technical users.
- Demonstrated experience in building and maintaining customer relationships.
- Highly organised and self‑motivated, with the ability to work independently.
- Collaborative team player with a positive, proactive attitude.
- Experience using Salesforce is considered a strong asset.
- Bilingual language skills (French or Spanish) are considered a strong asset.
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.
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