Application Support / Support Analyst

Application Support / Support Analyst

Job Type : Permanent, Full Time

Salary : £20000 – £24000/annum + bonus

Application Support Consultant / Support Analyst / 1st Line Support. This is a good job with lots of variety and lots to learn, working in a first line support role for a busy, professional software company in Coventry that sell, implement and support business software which is similar to an ERP solution. Salary to £24k plus benefits including 5 weeks holiday, health care, flexible hours, and a good bonus scheme.

This role is 1st Line Support in a team of 6 people, with the main focus being on dealing with the inbound calls and emails. You can expect 20 to 50 calls per day. The more difficult, in depth and time-consuming problems will go to the second line team. Moving forward, this split will give you the opportunity whilst in the 1st line team, to properly learn their specialist ERP & CRM software on the job, before progressing on to 2nd line support in your future career here.

So you will play a vital role as the first point of contact, and will deliver a great support service to your clients, building up relationships and providing an excellent level of support via telephone, email, web chat and remote login, meeting your agreed SLA's, documenting issues and making sure wait times are kept to a minimum.

This is a busy environment which will keep you occupied and motivated. They are looking for someone with good, basic all-round IT knowledge, who has some experience supporting some type of application or business software. So this could be ERP or CRM software, HR or Payroll software, Accounting solutions, Legal software, Property software, Construction software, Dealer Management software, Events or Membership software, Field Service software, Supply Chain, WMS solutions, or anything similar to these.

Any basic knowledge of accounting or bookkeeping software (or a course or qualification) would be useful, and any basic knowledge of SQL or SQL Server would also be a bonus, but these are by no means essential, some experience of application software support is the key.

Their software solution has many features and covers order processing, spare parts, servicing, CRM, rental & hire, sales, invoicing, job orders, project costing, mobile apps, and billing. It has pretty interfaces and dashboards, and is built on the latest Windows, .Net and SQL Server technology integrating fully with standard accounting packages. It will move to becoming an entirely cloud based solution later this year. The clients love it as it is friendly, full of great features and easy to use.

You will support their large customer base by email, telephone, web chat and remote login and you will have good communication skills, a love of technology and you enjoy talking to customers and problem solving. You have lots of enthusiasm, are keen to learn and can handle yourself well when the pressure is on. You believe in giving your clients the best customer experience you can and meeting SLA's.

Career prospects are excellent, they treat their staff very well, and many people have been with the company for over 10 years which is testament to the way they are looked after and the progression here.

For more information, please contact Jake King or Carolyn MacLurg at Ambis Resourcing 

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