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, 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 while providing excellent customer service. The stated operating hours of the support function are 9:00 a.m. to 5:30 p.m. 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 4/25
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 the 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
- Focussed on accuracy and quality
- Excellent problem-solving and analytical skills,
with an enthusiasm for finding solutions without compromising 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
- A commitment to learning and development opportunities to enhance continuous professional growth.
- 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
At WinMan we are both the authors and distributors of a highly scalable and class-leading ERP business solution for a broad range of manufacturing, retail and distribution companies. We deliver tailored solutions, optimising operations and empowering our users with exceptional service and innovation. WinMan is our on-premise product designed to be feature-rich, affordable and configurable. WinMan Cloud is our fully integrated Cloud ERP platform with a wide-ranging set of features.
We have an extensive user base in the UK, USA and around the world.
We pride ourselves on being a great place to work. We believe that collaboration is key to success, and we strive for excellence in everything we do, setting high standards and continuously improving our processes, products and services. We offer competitive salaries, generous benefit packages and the opportunity for flexible working
Why work for us?
WinMan offers a competitive salary with a generous benefits package that includes the following 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.
