Application Support Consultant

Role: Application Support Consultant
Salary: Up to £33’00 DOE
Location: Southampton HQ – Initially 5 days a week, gradually decrease to 1 day a week on site

Experience Required:

• Excellent written and verbal communication skills, with a confident telephone manner.
• Customer facing with good customer service skills.
• Committed to ensuring customer support issues are resolved within agreed time limits.
• Ability to manage & prioritise your own workload.
• A team player with the ability to work on your own initiative.
• Excellent analytical & problem-solving skills.
• A willingness to keep up to date with system developments, and a desire to learn are essential.
• Willingness to accept ownership and see a problem through to resolution.
• Enjoy the challenge of a busy support helpdesk.
• An ability to demonstrate a strong technical knowledge in at least one other ERP software package is an advantage.
• Experience working within a software support environment.
• Database and SQL skills are a distinct advantage.

Responsibilities:

• To provide high quality remote support to customers and troubleshooting technical issues.
• Front line support, troubleshooting and resolving support cases via telephone, email and remote access.
• Back line investigative support where a more detailed analysis is required and escalating problems where necessary.
• Responding to customers in a timely and professional manner.
• Maintaining comprehensive case records on the CRM system – Microsoft Dynamics.
• Prioritising cases to ensure agreed SLAs are achieved.
• Documenting software defects and program changes for the software author, Intact.
• Testing and evaluating configuration and release changes.
• Applying configuration changes and fixes to a “live” environment.
• Upgrading sites with new releases and fixes.
• Supporting customer implementations and site “go-lives”.
• Provide training to customers and colleagues as required.
• To carry out any other support duties as the service requires