Software Support Analyst

Software Support Analyst

Ashford, Kent

Salary: £23k - £28k DOE

Are you experienced in providing software support with a focus on customer satisfaction?

Maybe you have some experience in Bookkeeping and Accounts and are now looking for a role where you can use your problem solving and technical skills?

Interested in applying your problem-solving skills and technical knowledge to improve software user experiences?

Our client is a reputable reseller of accounting, business, and payroll software, they are now looking to expand their team with the addition of a Software Support Analyst. This role is essential in offering vital support to customers using their ERP (Enterprise Resource Planning) software products.

Duties

Be the first point of contact for customers, addressing support queries via calls and emails.

Solve issues through telephone, email, or remote access, always aiming to ensure customer satisfaction.

Log and prioritise support requests, follow up on user issues to identify software improvements or bugs.

Install upgrades/patches, contributing to the continuous enhancement of the software.

Record details of actions taken and advice provided, ensuring accurate documentation is maintained.

Help in documenting procedures to improve the support process.

Requirements

A customer-friendly attitude, patience, and the ability to work well under pressure.

Strong analytical, communication, organisational, and problem-solving skills.

Proficiency in MS Office, especially Excel, and the Windows operating system.

Previous experience with accounting, payroll, ERP, or CRM software is valued (though full training will be provided).

A full, UK driving licence.

While not essential, the following would be advantageous:

Experience in a support or customer service role.

Bookkeeping experience or qualifications, such as AAT.

If you're ready for a role that challenges and rewards in equal measure, including a unique extra day off bi weekly and career advancement in a supportive, close knit team and you are keen to grow with a company that values your contributions, this Software Support Analyst role could be the perfect fit. Apply now to join their team.