Customer Support Consultant

Aptean; Skelmersdale; Remote; GBP 25,000 - 35,000; Full time

Job summary

A leading company is seeking a Software Support Consultant to provide technical support for clients, emphasizing troubleshooting and customer interaction. This role offers an excellent opportunity for career advancement in technology, enabling you to work with diverse software and contribute to client success in a collaborative environment.

Qualifications

• 2+ years of customer service and software experience.
• Desire to learn new technology quickly.
• Working knowledge of DBL or Cobol.

Responsibilities

• Provide technical support via phone, email, and chat.
• Troubleshoot complex issues using remote support software.
• Assist with Quality Assurance testing.

Skills

Customer service

Communication skills

Interpersonal skills

Helpdesk operative experience

Logistics ERP experience

Tools

DBL

Cobol

Job description

Overview

Software Support Consultant

Location: UK remote

We are seeking a high-energy, team-oriented Support Specialist to provide technical support to Headlam Group customers of Gould Hall within the Aptean company. The Software Support Specialist will work directly with customers to troubleshoot, install, and configure various modules and will report to the Program Manager.

This role is an excellent opportunity to start your career in technology, learn diverse software programs, and support processes, knowing that your work helps businesses worldwide succeed.

What you'll do

• Provide world-class technical support via telephone, email, and chat for Headlam
• Troubleshoot complex issues using remote support software
• Learn from customer interactions to improve customer experience 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
• Communicate user challenges and software updates across teams, including the development team
• Triage calls to appropriate teams
• Assist with Quality Assurance testing
• Work on additional projects as needed by the Support team
• Visit a satellite office in Skelmersdale for training and collaboration as required

What you'll need

• Desire to learn new technology quickly and contribute to a fast-paced team
• 2+ years of customer service and software experience
• Working knowledge of DBL or Cobol
• Strong communication skills, both written and verbal
• Interpersonal and customer service skills
• Helpdesk operative experience
• Logistics ERP experience
• Experience with ledgers, management information, cost centers, cash book, AP/AR
• Call queue management, SOP creation, KB creation

What’s in it for you?

We are a fast-growing, established global software company offering growth and development opportunities, a welcoming and diverse culture, and talented colleagues working collaboratively.

About Aptean

Aptean is transforming businesses with ERP solutions that combine cutting-edge technology to deliver better results. With over 2,700 employees, 50 products, and a global client base, now is a great time to advance your career with us.

Our mission is to solve tomorrow’s challenges today with purpose-built software and exceptional customer experiences. We serve various industries including manufacturing, distribution, healthcare, biotech, and pharmaceuticals, supporting over 10,000 organizations worldwide.

We value diversity, equity, and inclusion, fostering a culture where all employees can succeed regardless of background, and believe that embracing differences leads to innovative solutions.