Sage X3 Support Analyst

Do you have experience supporting Sage X3 ERP? Perhaps you are a super user or systems administrator within a corporate business environment, or you are supporting X3 internally in a help desk role, or perhaps you are working in application support for a Sage reseller and in need of a change to somewhere where you will be better recognised and more challenged. This is a fully remote X3 support role, based anywhere in the UK. Salary to £40k to start, with a company bonus scheme, private medical insurance, and mileage allowance.

This company focus only on the Sage X3 solution, and the owner probably has the deepest knowledge of the product, outside of Sage itself. He needs an additional Sage X3 Support Consultant who is enthusiastic, and really keen to learn and become an expert in the field. Their aim is to ensure their existing Sage customers get the most from their investment in the software and the best service possible, post implementation. They work within manufacturing, distribution and finance and deliver high quality implementation and optimisation, ongoing support, services, and additional X3 product enhancements. You will be supporting core X3 versions 6, 7, 9, 11, and 12

The role:

• First line Sage X3 support, reviewing, managing, and triaging customer support tickets
• Diagnosing software problems, bugs, and faults and testing fixes
• Responding and following up with clients throughout the support ticket lifecycle and keeping them updated with case progress
• Explaining the steps to customers via telephone in a clear and easy non-technical manner, ensuring they understand and are happy with the results
• Identifying opportunities for improvements in the client's use of Sage X3 by taking advantage of new and existing features to improve their business processes
• Providing training and guidance on Sage X3 to improve the client's knowledge and fully appreciate the benefits of the software

The job is first line support for their Sage X3 clients, after hand over from the go-live, and there is the opportunity to progress your software development skills if that particularly interests you. Knowledge of Crystal Reports and / or SQL would be helpful, as would experience of accounting, logistics, finance, manufacturing, inventory, professional services, business intelligence, HR & payroll, document management, EDI, and any other Sage X3 add-ons. These are all areas of X3 that you will be supporting, so there is plenty to learn and get your teeth into.

Your profile:

• At least 18 months supporting or administering Sage X3, in a consultancy, internally within a business or as a super user
• Knowledge of SQL or Crystal Reports a bonus
• Outgoing, friendly, and professional phone manner, a good listener, superbly organised, great time management
• A stickler for detailed documentation and updating the CRM system
• Thirst for learning and keen to build your Sage X3 support and development skills
• Experience of distribution, accounting, manufacturing, business intelligence, HR, payroll, EDI, or any other aspects of Sage X3 and the add-on products
• Aptitude for learning about and applying technology concepts in support of company business
• Positive, calm when under pressure, excellent customer service skills

There is a distinct sense of working with, rather than working for this company; they seem to have got the balance just right with allowing you freedom to run your own show, but giving you all the back-up, mentoring, training, and knowledge that you need to succeed. It's a friendly, close-knit team where people work remotely but there are plenty of virtual events and knowledge sharing, a positive and supportive work environment and a boss who knows everything there is to know about Sage X3! Contact Jake King or Carolyn MacLurg at Ambis.