First Response Software Support Analyst

STL Technology Solutions Ltd; Darwen; On-site; GBP 25,000 - 35,000; Full time

Job summary

STL Technology Solutions Ltd seeks a Software Support Analyst to join their team in Darwen. This role focuses on client communication, support ticket management, and basic IT issue investigation. The ideal candidate will possess excellent customer service skills, with a strong IT aptitude to aid in troubleshooting and support for proprietary software.

Benefits

Progression opportunities

Life Assurance Scheme

Flexible working

Holiday Buy and Sell Scheme

Employer matched contribution Pension scheme

30 days holiday entitlement

Free onsite parking

Free Tea/Coffee facilities

Qualifications

• Minimum of 3 years' experience in a customer support role.
• Familiarity with ERP, Supply Chain Management, and troubleshooting.
• Excellent verbal and written communication skills.

Responsibilities

• Act as first point of contact, answering calls and logging support tickets.
• Conduct basic investigations of issues and follow up with clients.
• Liaise with support colleagues to ensure timely resolution of calls.

Skills

Communication

Customer Service

Problem Solving

Analytical Skills

Tools

ERP Software

Windows Systems

Job description

3 weeks ago Be among the first 25 applicants

Direct message the job poster from STL Technology Solutions Ltd

Come and join our growing software support team, conveniently located in Darwen (nr Blackburn) just off the M65 near Darwen Services (Junction 4) our modern office space provides a comfortable and safe working environment for our staff.

To aid with the support of our own in house software written specifically for the wholesale industry, we are looking for a customer service centric person with an aptitude for IT and related systems. This is a combined role which mainly focuses on communication with clients however, a requirement to investigate IT issues will be part of your daily tasks.

What You Will Be Doing

As first point of contact youll be answering calls and logging tickets for the Support desk.

Carrying out basic investigations of tickets ensuring all details are available for our Support team.

Client follow ups as required.

Administration of call stack, maintaining a high standard of call notes.

Maintaining good communication with the customerat all times.

Liaising with support colleagues to ensure calls are closed according to SLA.

Configuring Hardware onsite ready to ship to clients (Training Provided)

37.5hrs. Additional participation in the Weekend On Call rota once trained.

What Would We Like From You

A very high level of customer service experience, with excellent verbal\written skills.

An understanding of ERP, Supply Chain Management, Point of Sale (POS) and Stock Control software, and experience in basic troubleshooting of Windows based systems desirable but not essential as training is provided.

An aptitude and desire to learn new skills.

Resilience, flexibility and an ability to 'think around the subject'.

Excellent inter-personal skills - must enjoy dealing with people at all levels.

Independent worker.

Organisation and Analytical skills.

Prioritisation/Time Management.

Personal Qualities

Minimum of 3 Years' experience in a similar role.

Ability to manage workload whilst maintaining priorities, linked to business needs.

Able to contribute and work within a team.

Patience and understanding whilst investigating customer needs.

Ability to use initiative.

What is in it for you?

Progression opportunities.

Life Assurance Scheme.

Flexible working (ability to work from home upon request subject to successful completion of probation period).

Holiday Buy and Sell Scheme.

Employer matched contribution Pension scheme.

Holiday entitlement of 30 days, (including Public holidays), increasing 1/year of Service, (up to 5 years).

Free onsite parking.

Free Tea/Coffee facilities.

A Little Bit About STL

Combining the latest technological innovation and deep sector knowledge, STL Technology Solutions provides the most dynamic IT solutions available for wholesalers and retailers.

We pride ourselves on providing a quality service at all times, from sales through to specification, development, testing, training and implementation as well as customer support/maintenance.

So, what are you waiting for?Interviews are being arranged ASAP, click the apply button to fill in a short application so we can learn a bit more about you.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT System Training and Support

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