Support Analyst - ERP Software Application
Recruiter
Recruitment Revolution
Listed on
28th January 2020
Location
B24
Salary/Rate
£22000 - £28000
Salary Notes
+ Benefits + Bonus
Type
Permanent
This job has now expired please search on the home page to find live IT Jobs.
An excellent opportunity or a customer-centric Support Analyst ideally with ERP support experience to join leading ERP provider helping businesses run their manufacturing, supply chain and distribution.Support Analyst - ERP Software Application
Birmingham B24 | £22,000 - £28,000 + Bonus + Benefits
The primary role of a Support Desk Analyst is to answer/resolve queries from the customer base that directly concern the operation of the Customer's system in a timely fashion, to ensure that all customer systems are running optimally, during the stated operating hours of the support function (9:00 am to 5:30 pm - UK standard time), though additional working, arranged by mutual agreement, may be required.
This will involve dealing with customers professionally via any available means (telephone, face to face, email, letter, or other electronic/digital media) and a major part of the role is to ensure any customer with a query is kept informed of progress and their expectations are managed to promote customer satisfaction with the support function.
All issues will be assigned a case number and the performance of analysts against cases may be monitored to improve service.
Main Tasks:
+ Identifying and logging new customer queries/issues and correspondence on existing cases
+ Answering the Support Desk telephone where possible
+ Identifying new case / query priority and assigning resources accordingly
+ Managing own workload via support cases and emails to ensure satisfactory outcomes for the customer
+ Promoting self-ownership of individual cases to enable one query - one contact operation
+ Managing individual cases to ensure satisfactory outcomes for the customer
+ Maintaining up to date skills / knowledge sets necessary to support the product
+ Adherence to start time / lunch hour / holiday constraints necessary to ensure adequate support desk staffing levels
+ Liaising with other departments (development and implementations) to ensure timely resolution of cases
+ Identify any issue with base software and report accurately nature of issue to the technical department for resolution
What we offer in return:
+ Competitive Salary
+ Bonus
+ 22 days holiday, increasing to 25 days after 3 years continuous service
+ Company Long Service Rewards
+ 4 x death in service benefit
+ Perkbox membership
Interested? Apply here for a fast-track path to the Hiring Manager
Application notice... We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect we may contact you by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.
