First Line Support / Software Support

Are you a 1st Line Support Analyst, Software Support Analyst, or Application Support Consultant who gets a kick out of helping people to get the best from their software systems and enjoys using their analysis and problem solving skills to get to the root cause of application software issues?

This new job is to join a small application, business and IT support team who are responsible for supporting customers who use a niche, bespoke software solution that covers job pricing, hire, rental, ERP, stock, CRM, sales, e-commerce, order processing, and warehousing. You will help manage a variety of support requests - these range from basic queries to more complex incidents, reported via telephone, online chat, and emails and online. The starting salary is up to £25k with a £2k annual bonus.

You will probably have at least a year's experience working in a support team for a software reseller, software vendor, or consultancy. This indicates that you like dealing with lots of customers and you are able to take the tough calls when the client is frustrated with their software not working, and you can calm them down and keep them happy. You understand the importance of meeting your SLA's and trying to first fix a problem if you can, but you know when to escalate it quickly so the client isn't kept waiting too long.

As well as being the first point of contact for clients with their software problems, you will guide them on new features and upgrades. It would be great if you have supported some kind of application software. That might be legal accounts, payroll or HR software, dealer management, membership software, ERP, field service solutions, estate agency or property applications, housing software, retail, finance, automotive or any similar software applications.

Who you are:

• 12 months' or more working in a Software Support, 1st Line Support or Application Support role
• Ideally you work or have worked for a software company or reseller with external clients
• Some basic experience of application software
• Patience and empathy when talking to users at all levels
• Inquisitive, pro-active, well organised, keen to learn, you love software and IT

There's lots to learn here and get your teeth into, plus you will gain some SQL skills which will stand you in very good stead for the future. The team is close knit, very friendly and helpful, and everyone works together and helps each other out with problems. Proximity to Coventry is important as they are still an office focused business, but you can work from home sometimes too.

If you have some 1st line software support skills, plenty of enthusiasm and would love to work with a motivated and happy team of people who enjoy their environment, get in touch now. Contact Jake King or Carolyn MacLurg at Ambis Resourcing.