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    Application Support Specialist - Birmingham, United Kingdom - Stratospherec Limited

    Stratospherec Limited
    Stratospherec Limited Birmingham, United Kingdom

    1 week ago

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    Description
    Job Description

    Application Support Analyst - Hybrid currently - 2 days in theBirmingham office - up to £36K per annum

    My client is a multi-national Software company specializing 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 designedto 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 aroundthe world.

    This company pride itself on being a great place to work, offering a competitive salary, a generousbenefit 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:

    • level of numeracy and literacy
    • level of computer literacy
    • knowledge of T-SQL

    Desirable skills:

    • experience working in a KPI-driven support environment
    • 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 of interest, then please apply with your CV to find out more?

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