Application Support Consultant - 1st Line Support

Application Support Consultant / Support Analyst / 1st Line Support Executive. This role went on hold at the beginning of the Covid pandemic, but is very much live again now; they are ready to interview and hire. It's an interesting job with lots of variety and lots to learn, working as a first line Application Support Consultant for a busy, professional software company near Kenilworth that sell, implement and support business software, similar to an ERP solution. Salary to £25k 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 focus being on dealing with inbound calls and emails and analysing, responding to and resolving customer service incidents and requests. 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 team split will give you the opportunity whilst in the 1st line support team, to thoroughly learn their specialist ERP, MIS & 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, 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 any 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, but this is not essential, some experience of first line Application Software Support is the key. They want a bright candidate with lots of potential, who is keen to learn and get stuck in, and enjoys interacting with people and solving their software problems. Proven ability to proactively address customer concerns, with good written and oral communication skills and fluency in English are essential.

Their business 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, 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.