Software 1st Line Support Advisor
An overview of the opportunity...
The Software Helpdesk provides both telephone and remote support to OGL’s software customer base. Support can vary between low end user queries to complex programming issues and the role of the 1st Line Support Advisor is to be the first point of contact when raising a support call.
The software solution, prof.ITplus, is an Enterprise Resource Planning (ERP) application, which both manages and supports the business operation and its associated processes through its modular structure, offering core modules such as sales order processing, stock management, customer relationship management, financials and company reporting. prof.ITplus offers incredible control, insights and opportunities to the businesses that use it.
Typical customers have around 10-15 software users who will all have differing functions to perform using the prof.ITplus application and its associated products such as Business Intelligence, Warehouse Management and Sales Intelligence.
You may be currently working in an Accounts Office or a purchase / sales order processing environment and looking to progress your career, if this is the case then this could be the new challenge you have been waiting for.
What you should expect…
The Software Helpdesk is an extremely busy working environment with the 1st Line Support Advisor being responsible for accurately logging support incidents onto our ITSM system. Upon logging of the incident you will be required to evaluate the customer’s request and where possible offer a resolution. You will be the first point of contact for our customers and to that end will need to ensure our customers feel confident their requirements will be addressed in a timely and effective manner.
A successful Software 1st Line Support Advisor acts as the link between our customers and the teams within our Helpdesk structure. You must, therefore, possess a desire to build strong relationships with customers and colleagues to ensure exceptional customer care and service is delivered at all times.
We will provide full training on all of our products through a comprehensive training programme with your progress being tracked through a skills matrix, ensuring you achieve knowledge milestones as you advance through the fully supported programme.
Who you will be working with...
You’ll report to our Software Support Manager and become a member of our Helpdesk Team which consists of Application Support 1st, 2nd & 3rd Line and Network & Operations Support 1st, 2nd & 3rd Line Support. You will also work closely and collaborate with Sales, Account Management, Software Development and Software Support.
The ideal Software 1st Line Support Advisor …
- Exceptional written and communication skills
- A good knowledge of ERP software systems i.e. stock, sales order processing and financials
- Willingness to study and learn business software procedures and products
- A passion to deliver exceptional customer service
- Enthusiastic about IT and Technology
- A desire to build strong customer relationships
- Excellent communication, organisation and time management skills
- Confident, adaptable and personable.
- Attractive salary package, dependent on experience
- Development opportunities
- 25 days holiday plus 8 Bank Holidays
- Private healthcare
- Company pension scheme
- Childcare voucher scheme
- Free on-site parking.
If you like the sound of the opportunity we have on offer and are excited about working with our customers, we would love to hear from you.
Original job advert: