Software Support Technician

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage incoming first and second line support inquiries for the complete product range from both direct customers and reseller partners.

• Provide assistance via phone, email, and support tickets.

• Work collaboratively with the support team during peak times to ensure prompt response rates.

• Identify and resolve issues by utilizing the knowledgebase and product expertise.

• Investigate configuration and data-related problems, including executing SQL queries as necessary.

• Escalate intricate cases with comprehensive details and steps for reproduction.

• Maintain case updates and ensure clear communication with customers and partners.

• Contribute to the development of the knowledgebase.

⛳️ Requirements

• Proven experience in Sage 200 support in either a first or second line capacity.

• Excellent customer service abilities complemented by clear written and verbal communication skills.

• A methodical and composed approach to troubleshooting and managing cases.

• Proficient in working with databases, possessing at least basic SQL skills.

• Familiarity with Cim200, Sicon Manufacturing, or Sage 200 Manufacturing is a plus.

• Knowledge of manufacturing concepts such as BOMs, works orders, and stock control is desirable.

• Experience providing support for Sage or business software either in-house, for a software vendor, or at a Sage partner is advantageous.

• Confidence in utilizing AI tools to investigate issues and draft responses, with a willingness to further develop these skills is desirable.

🏝️ Benefits

• Flexible working arrangements: office-based, hybrid, or fully remote to meet your needs.

• Clear opportunities to expand specialist manufacturing ERP knowledge and advance into higher-level support roles.

• Chance to utilize and enhance modern AI tools as part of your duties.

• Support from the Everfield group alongside a small, expert, and close-knit team.

• Active Employee Council.

• Company-subsidized private healthcare plan.

• 26 days of annual leave in addition to bank holidays.

• Electric vehicle salary sacrifice scheme.

• Cycle to work initiative.

• Employee benefits and discounts program.