Application Support Analyst - Birmingham

Application Support Analyst

Hybrid working - 2 days in the Birmingham office (North Birmingham next to M6)

Salary up to £36K per annum

My client is a multi-national Software company specialising in providing highly scalable and class-leading ERP business solutions for a broad range of manufacturing, retail and distribution companies.

Their ERP Software platform is the core product designed to be feature-rich, affordable and configurable and combined with their Cloud SaaS ERP platform provides industry-leading software that has a wide-ranging set of features. They work with over 10,000 companies in the UK, USA and around the world.

This company prides itself on being a great place to work, offering a competitive salary, a generous benefit package and the opportunity for flexible working.

Role Summary:

You should possess advanced skills and prioritise customer satisfaction, demonstrating outstanding communication abilities.

Your primary role will involve adeptly resolving technical challenges pertaining to ERP software, all while upholding the highest standards of customer service. It's important to note that the designated support hours align with the UK time zone, spanning from 9:00 AM to 5:30 PM.

Main Tasks:

• Accurately recording customer-reported requests through telephone, portal, and email.
• Serving as the initial point of contact for customers encountering related issues.
• Advocating for the utilisation of the online customer portal.
• Discerning the priority of new cases/queries and allocating resources accordingly.
• Overseeing individual cases to guarantee satisfactory resolutions for customers.
• Investigating and resolving intricate customer problems.
• Maintaining a current skill set and knowledge base to proficiently support the client's product.
• Coordinating with other departments to ensure timely case resolutions.
• Thoroughly documenting issues and their corresponding resolutions.
• Identifying and escalating complex issues for expeditious resolution.

Essential skills:

• High level of numeracy and literacy
• Background in supporting software applications
• High level of computer literacy
• Working knowledge of SQL

Desirable skills:

• Previous experience working in a KPI-driven support environment
• Understanding of business processes in manufacturing, distribution.

Personality profile:

• Excellent problem-solving and analytical skills
• Outstanding attention to detail
• Great team player
• Excellent written and spoken English.
• The ability to report issues and defects in a clear, concise manner.
• Team player, able to work with various other teams
• Able to prioritise and assess risks within strict timescales.
• Able to present complex and highly technical information clearly to colleagues at all levels.

If this role sounds interesting, then please apply with your CV to find out more.

Please note only UK residents with a valid UK passport or work permit and no need for future sponsorship can be considered for this role.