Customer Support Analyst

Aptean; Lichfield; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global software solutions company in Lichfield is seeking a Customer Support Analyst to provide technical support and manage hardware repairs. In this dynamic role, you will troubleshoot software issues for customers and assist with quality assurance testing. Ideal candidates will have 1-3 years in customer service, strong communication skills, and a desire to learn new technology. Enjoy a vibrant work environment with various employee benefits, including 25 days holiday plus bank holidays.

Benefits

Dynamic work environment

Pension

Life assurance

Income protection scheme

25 days holiday + bank holidays

Qualifications

• 1-3 years of combined customer service and software experience.
• Strong written and verbal communication skills.
• Experience working with helpdesk ticketing software is a plus.

Responsibilities

• Provide world-class technical support for SI customers.
• Troubleshoot complex issues using remote support software.
• Develop best practices for customer software use.
• Assist with quality assurance testing.
• Manage hardware repairs and procurement.

Skills

Desire to learn new technology quickly

Customer service experience

Working knowledge of Windows OS

Strong written communication skills

Strong verbal communication skills

Interpersonal skills

Experience with helpdesk ticketing software

Experience with software applications

Operating knowledge of 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 with use of 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
• Mange Hardware repairs, arranging couriers for collection of hardware
• Procurement of 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 a plus
• Experience with software applications (bespoke, food industry a bonus)
• Operating 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.” – TVN Reddy

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.