First Response Software Support Analyst

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

Job summary

Join a growing software support team in Darwen, providing IT solutions for the wholesale industry. The role involves client communication, ticket logging, and basic IT troubleshooting. Enjoy a supportive work environment with opportunities for career progression and flexible working options.

Benefits

Career progression opportunities

Life Assurance Scheme

Flexible working options

Holiday Buy and Sell Scheme

Employer-matched pension scheme

30 days holiday entitlement

Free onsite parking

Complimentary tea and coffee facilities

Qualifications

• Minimum of 3 years' experience in a similar role.
• Understanding of ERP, Supply Chain Management, and POS software.

Responsibilities

• Answering calls and logging tickets as the first point of contact.
• Conducting basic investigations of tickets.
• Maintaining excellent communication with customers.

Skills

Customer Service

Communication

Analytical Skills

Organizational Skills

Tools

ERP Software

POS Software

Windows Systems

Job description

Come and join our growing software support team, conveniently located in Darwen (near 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 support our in-house software, specifically developed for the wholesale industry, we are seeking a customer service-oriented individual with an aptitude for IT and related systems. This role primarily involves communication with clients, with daily tasks including investigating IT issues.

What you will be doing:

1. Answering calls and logging tickets as the first point of contact.
2. Conducting basic investigations of tickets to ensure all necessary details are available for the Support team.
3. Following up with clients as required.
4. Administering call logs and maintaining high-quality call notes.
5. Maintaining excellent communication with customers at all times.
6. Liaising with support colleagues to ensure calls are closed according to SLA.
7. Configuring hardware onsite ready for shipment to clients (training provided).
8. Working 37.5 hours per week, with participation in the weekend ‘On Call’ rota once trained.

What we would like from you:

1. Extensive customer service experience, with excellent verbal and written communication skills.
2. Understanding of ERP, Supply Chain Management, POS, and Stock Control software; basic troubleshooting of Windows systems is desirable but not essential as training is provided.
3. Aptitude and enthusiasm for learning new skills.
4. Resilience, flexibility, and the ability to think critically.
5. Excellent interpersonal skills—enjoying dealing with people at all levels.
6. Ability to work independently.
7. Strong organizational and analytical skills.
8. Effective prioritization and time management.

Personal Qualities:

1. Minimum of 3 years' experience in a similar role.
2. Ability to manage workload while maintaining priorities aligned with business needs.
3. Team player with the ability to contribute effectively.
4. Patience and understanding during customer investigations.
5. Proactive use of initiative.

What is in it for you?

1. Career progression opportunities.
2. Life Assurance Scheme.
3. Flexible working options, including remote work upon successful probation.
4. Holiday Buy and Sell Scheme.
5. Employer-matched pension scheme.
6. 30 days holiday entitlement (including public holidays), increasing with service (up to 5 years).
7. Free onsite parking.
8. Complimentary tea and coffee facilities.

A little about STL

STL Technology Solutions combines innovative technology with deep sector knowledge to provide dynamic IT solutions for wholesalers and retailers. We pride ourselves on delivering quality service from sales to support and maintenance.

Interested? Interviews are being scheduled ASAP. Click the apply button to submit a short application and tell us more about you.