Application Support Analyst

We are looking for a talented application support analyst to join our support team who has excellent troubleshooting and problem-solving skills combined with exceptional customer service abilities.

Role Summary

You should be a highly skilled and customer-focused individual with excellent communication skills who enjoys communicating with end users. You will be responsible for troubleshooting and solving technical issues related to the WinMan ERP software whilst providing excellent customer service. The stated operating hours of the support function are (9:00 am to 5:30 pm – UK time).

Job Details

Job Title                               Application Support Analyst
Department                       Support
Location                               Hybrid currently 2 days in our Birmingham office
Part time/ Full Time       Full- Time
Reference                           SA 10/25
Reports to                          Support Team Leader

Main Tasks

• Accurately logging requests on WinMan as reported by our customers, via telephone, portal and Email
• Acting as the first point of contact for our customers with WinMan-related issues
• Promoting the online customer portal
• Identifying new case/query priority and assigning resources accordingly
• Managing individual cases to ensure satisfactory outcomes for our customers
• Investigating and solving complex customer issues
• Maintaining up-to-date skills and knowledge to support the WinMan product
• Liaising with other departments to ensure timely resolution of cases
• Writing, editing, and revising our internal knowledge base
• Clearly documenting problems and resolutions.
  
• Identifying and escalating complex issues to ensure a prompt resolution
  
  

Qualifications, Experience and Personal Attributes

Required

• High level of numeracy and literacy
• High level of computer literacy
• Working knowledge of T-SQL
  
• Excellent problem-solving and analytical skills, 
  with an enthusiasm for getting solutions without compromising on accuracy or quality.
• Outstanding attention to detail
• A professional friendly manner when dealing with all customers
• Excellent communication skills, both written and verbal
• The ability to relay technical information to non-technical users.
  
• Great team player,  with the ability to establish effective working relationships with customers and colleagues
• The ability to learn quickly.
  
  

Desirable

• STEM degree or similar
• Previous experience working in a KPI-driven support environment
• Understanding of business processes in manufacturing, distribution
  
  

Company Overview

WinMan develops and delivers scalable ERP solutions for manufacturing, retail, and distribution businesses. With a growing user base across the UK, USA, and globally, we help organisations achieve operational excellence.
Our flagship product, WinMan Cloud, is a flexible, browser-based ERP system that supports remote work and real-time collaboration. It provides intuitive access to live data across departments, driving informed decisions, productivity, and efficiency. Customisable dashboards and workflows ensure users see what matters most, and the platform scales with our Customers' businesses as they grow.
We also offer WinMan ERP, our on-premise solution built on lean manufacturing principles. It includes powerful features such as Production Management, CRM, Warehouse Management, MRP, and Supply Chain Management to optimise operations and improve performance.
At WinMan, we are committed to exceptional service, innovation, and supporting our people. Our values, customer service, integrity, excellence, accountability, collaboration, and respect guide everything we do. We offer competitive salaries, generous benefits, and flexible working opportunities to help our team thrive.

Why work for us?

WinMan offers a competitive salary with a generous benefits package that includes the below and more: 

• A highly competitive salary and bonus offering
• 22 days holiday, increasing to 25 days after 3 years of continuous service
• Company Long Service Reward
• Access hundreds of discounts. Make savings in all areas of life, from food and drink to travel
• Death in service benefit
• Pension benefits and employer contributions
• Good working environment
• Opportunity for flexible working

If you are interested in developing your career in ERP and feel you are a suitable candidate for this role, please apply below with a cover letter and CV.