Customer Support Analyst

UNAVAILABLE; Fradley; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global software solutions provider is seeking a Customer Support Analyst to deliver top-notch technical support to clients. The role entails troubleshooting software issues, managing hardware repairs, and inputting technical challenges into the tracking system. Candidates should possess 1-3 years in customer service, alongside strong communication skills and knowledge of Windows OS. This position offers dynamic work culture, a comprehensive benefits package including pension and life assurance, and opportunities for career growth within the technology sector.

Benefits

Pension

Life assurance

Income protection scheme

25 days holiday + bank holidays

Qualifications

• 1-3 years of combined customer service and software experience.
• Desire to learn new technology quickly.
• Strong written and verbal communication skills.

Responsibilities

• Provide world-class tech support via phone, email and chat.
• Troubleshoot complex issues using remote support software.
• Input all technical issues into bug tracking software.

Skills

Customer service experience

Windows OS knowledge

Strong communication skills

Interpersonal skills

Tools

Helpdesk ticketing software

SQL databases

Job description

Overview

Are you ready for what’s next, now?

Customer Support Analyst

We are seeking a high-energy, team-oriented Support Analyst to provide technical support to SI customers. The Customer Support Analyst will work directly with customers to troubleshoot, install and configure the various SI software modules and report to the Support Manager. The role involves hardware duties such as arranging hardware repairs, coordinating couriers, and other related tasks. This Support Analyst role is the perfect opportunity to jumpstart your career in technology, you’ll learn diverse software programs, technical support processes, and know each day that your work helps businesses around the globe be successful.

Who we are

At SI, everything we do is geared around helping our customers to run their businesses as efficiently as possible, whilst enabling them to fulfil their customer expectations.

SI’s modular food planning, ERP, MES and specialist sector software streamlines supply chains, increases operational efficiencies, reduces waste and improves profitability. Today, more than 150 food processors worldwide rely on SI.

What you'll do

• Provide world‑class technical support via telephone, email and chat for SI customers
• Troubleshoot complex issues using remote support software
• Learn from customer interactions to help innovate customer experience improvements with better software and support tools
• Identify early symptoms, patterns and solutions for upcoming technology challenges
• Develop best practices, tips and training scripts for customers on proper use of our programs
• Communicate user challenges and software updates across multiple teams including the development team for tracking resolution
• Input all technical issues into bug tracking software to be addressed by appropriate teams
• Assist with Quality Assurance testing
• Opportunity to work on additional projects as necessitated by the Support team
• Manage hardware repairs and arrange couriers for hardware collection
• Procure new hardware
• Generate quotes for customers wishing to purchase hardware

What you’ll need

• Desire to learn new technology quickly and contribute to a fast‑paced technology team
• 1‑3 years of combined customer service and software experience
• Working knowledge of Windows OS
• Strong written and verbal communication skills
• Strong interpersonal and customer service skills
• Experience working with helpdesk ticketing software is a plus
• Experience with software applications (bespoke, food industry a bonus)
• Operational knowledge of SQL databases and querying language (optional)

What’s in it for you?

• Dynamic, fun, and fast‑paced work environment, filled with hard‑working, loyal and happy co‑workers
• Pension
• Life assurance
• Income protection scheme
• 25 days holiday + bank holidays

About Aptean

At Aptean, our mission is to solve tomorrow’s unique challenges today with unrivaled, purpose‑built software and superior customer experiences from people who care. Aptean is a global provider of mission‑critical, industry‑specific software solutions. Aptean’s purpose‑built ERP and supply‑chain management solutions help address the unique challenges facing process and discrete manufacturers, distributors and other focused organizations. Aptean’s compliance solutions are built for companies serving specific markets such as finance, healthcare, biotech and pharmaceuticals, over10,000 highly specialized organizations in more than 20 industries and 80 countries rely on Aptean to streamline their everyday operations.

At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company.

Aptean pledges to promote a company culture where diversity, equity and inclusion are central. We are committed to applying this principle as we interact with our customers, build our teams, cultivate our leaders and shape a company in which any employee can succeed, regardless of race, color, sex, national origin, sexuality and gender identity, religion, disability or age. Celebrating our diverse experiences, opinions and beliefs allows us to embrace what makes us unique and to use this as an asset in bringing innovative solutions to our customer base.