Application Support Analyst

£27000 - £35000 per annum Remote, Hybrid


Denis Bayliss

Job Description

Software support engineer required to join my client, a UK based software solutions specialist, providing sector specific software across a large number of professional services sectors.

Role offers a competitive salary, 25 days holiday, healthcare, an annual bonus, free parking.

A flexible combination of both remote and office based working (if your location permits)

As part of a team you will provide software support to customers across sector specific solutions, such as ERP, Financial and retail.

Activities will include but not be limited to the following:

  • Help customers with questions and allow them to get the most out of the software by resolving their queries in accordance with (SLA's)
  • Provide high-level customer service via chat, telephone or email.
  • Promoting the online Customer Success Portal, including helping customers register
  • Writing, editing, and revising Knowledge Base articles
  • Take initiative and support continuous improvement of customers experience by proactively identifying case trends, researching potential challenges and creating solutions.
  • Also proactively identify any risks to service and the consequences to the business. You will drive and escalate mitigation.
  • Ensure that the quality of the support meets The Customer Service standards by delivering against and exceeding your objectives.

Your experience should include a combination of the following:

  • External Software Support experience
  • You will have either ERP of finance system support experience
  • MS SQL Server scripting experience and ability to identify and resolve issues within the data and data structure
  • An ability to grasp technical concepts and new product functionality quickly
  • Flexibility and pragmatism, an ability to self-plan and respond to shifting priorities.
  • You are a role model for best practice and actively promote it. You deliver value to the business, effectively, efficiently and to a high standard
  • A good communicator, confident, clear and warm with a flexible and constructive approach to customers and to the team alike
  • You work at pace, are goal orientated and have a strong delivery focus
  • You remain calm and professional when handling challenging queries
  • Have Enthusiasm in busy periods and ability to work in a team

This role will suit a software or application support engineer with excellent customer service experience and a genuine desire to learn a new technology/solution.

ASC Connections Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. We are committed to equal opportunity and diversity.

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