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.