Application Support Consultant

MCS Group | Your Specialist Recruitment Consultancy; Hemel Hempstead; Hybrid; GBP 40,000 - 45,000; Full time

Benefits offered by this job

Employer pension

Wellbeing reimbursement

Training and development

Hybrid working

Job summary

MCS Group has partnered with an established Irish software company to grow its UK customer support team in Hemel Hempstead. You will move beyond scripted helpdesk work to understand how businesses run, investigate issues in ERP and related apps, and guide customers to the right solution.

You will own technical queries, reproduce root causes, review data and reports, and collaborate with product and success teams.

Qualifications

• Experience supporting ERP, accounting or business management software
• Logical and structured problem-solving approach
• Confidence speaking with customers and taking ownership of issues
• Understanding of business processes such as finance, stock, orders or reporting
• Ability to investigate independently while knowing when to involve others
• Clear written and verbal communication skills
• Degree in Computer Science, Accounting or Business or related area is relevant, but practical experience and ability to learn are important

Responsibilities

• Take ownership of technical and functional customer queries
• Investigate issues across ERP and wider business applications
• Reproduce problems and identify root cause
• Query data and review reports, files and integrations
• Explain technical information clearly to non-technical users
• Document findings and create internal knowledge
• Work with colleagues across support, customer success and product teams
• Build understanding of how customers use the software day to day

Skills

ERP software knowledge

Data analysis mindset

Strong communication skills

Problem solving

Education

Computer Science, Accounting or Business degree

Tools

SQL Server

MySQL

REST APIs

SOAP APIs

Postman

FTP/SFTP

Excel

EDI

CRMs

Job description

Some support roles are about resetting passwords and getting through a ticket queue.

This one is about understanding how a business actually works.

MCS Group is partnering with an established Irish software company as it grows its UK customer support team. Its platform helps businesses manage everything from finance and stock control through to CRM, eCommerce, reporting, warehousing and supply chain operations.

That makes the problems more interesting.

You could be investigating why a financial report does not look right in the morning, tracing data through an integration after lunch, and helping a customer understand a stock or warehouse process later that day.

This is not a scripted helpdesk position. You will be trusted to investigate issues properly, understand the wider business impact and guide customers towards the right solution.

What will you be doing?

• Taking ownership of technical and functional customer queries
• Investigating issues across ERP and wider business applications
• Reproducing problems and working through the likely root cause
• Querying data and reviewing reports, files and integrations
• Explaining technical information clearly to non-technical users
• Documenting findings and creating useful internal knowledge
• Working with colleagues across support, customer success and product teams
• Building a strong understanding of how customers use the software day to day

What kind of background could work?

You might currently be working as an Application Support Analyst, ERP Support Consultant, Finance Systems Analyst or Technical Support Specialist.

Equally, you may come from an accounting, business systems or technical customer service background and be looking for a role with more technical depth.

The strongest candidates will bring:

• Experience supporting ERP, accounting or business management software
• A logical and structured approach to problem-solving
• Confidence speaking with customers and taking ownership of issues
• An understanding of business processes such as finance, stock, orders or reporting
• The ability to investigate independently while knowing when to involve others
• Clear written and verbal communication skills

A degree in Computer Science, Accounting, Business or a related area would also be relevant, but practical experience and the ability to learn will be equally important.

Technical experience that would be useful

You do not need everything listed below, but exposure to any of the following would be valuable:

• SQL Server, MySQL or SQL scripting
• REST or SOAP APIs
• Postman or SoapUI
• FTP, SFTP or SSL certificates
• Excel, CSV files or EDI
• Third-party software integrations
• CRM, eCommerce, warehouse or logistics systems
• Business intelligence or financial reporting tools

Why consider it?

The company will provide full product training, so you are not expected to arrive knowing its platform.

What you will get is exposure to a broad and business-critical software environment, genuine ownership of customer problems and the opportunity to keep building your technical and commercial knowledge.

The package includes:

• Salary of £40,000 to £45,000
• Hybrid working with 3 days per week in Hemel Hempstead
• 25 days of annual leave plus bank holidays
• Employer pension contribution
• Exercise and wellbeing reimbursement
• Ongoing training and career development

If you enjoy getting under the bonnet of software, solving problems that genuinely matter to customers and becoming the person people trust when something is not working as expected, this could be a very strong next move.

If you have a disability which means you require assistance at any stage of the recruitment process, please contact us directly to discuss. We are committed to providing equality of opportunity to all.