Customer Support Technician

Customer Support Technician

Location: Remote Working with monthly attendance at our office in Sheffield

Type: Full-Time

Salary - DOE

About Us

We are dedicated to providing innovative order management and website solutions that empower supplier and distributor businesses to streamline their operations and achieve greater efficiency. Our systems provide solutions that allow our customers to source products, produce client quotations, orders, invoices alongside a full in-built accounting platform. We also provide customisable e-commerce websites which allow our customers to showcase and sell products to their clients online. We pride ourselves on delivering exceptional customer service and technical support to ensure our clients can fully leverage our software solutions to help them run their businesses as efficiently as possible.

Job Description

We are seeking a highly motivated and skilled Customer Support Technician to join our customer services team. The ideal candidate will possess a strong understanding of ERP systems and have a passion for helping customers resolve technical issues. This role involves providing top-notch support to our clients, troubleshooting complex problems, ensuring a seamless user experience and assisting with custom development and project-based requests.

Key Responsibilities

• Provide expert-level support to customers using our proprietary ERP software, including troubleshooting and resolving technical issues.
• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Guide customers through system functionalities, configurations, and best practices.
• Act as a point of escalation for complex customer queries and collaborate with internal teams, including developers, to resolve more complex issues.
• Document and track customer interactions, issues, and resolutions using our CRM system.
• Assist in the development of support materials, such as FAQs, user guides, SOPs and training documentation.
• Participate in regular training sessions to stay updated on new features and functionalities of our ERP software.
• Contribute to continuous improvement initiatives within the customer support team.
• Managing projects for custom development or custom website requests from clients.
• Identify upsell and cross sell opportunities within our existing customer base.

Qualifications

• Higher education in Information Technology, Computer Science, Business Administration, or a related field.
• Minimum of 5 years of experience in a technical support role, preferably with ERP systems.
• Strong knowledge ERP systems and related business processes.
• Good knowledge of accounting practices is advantageous.
• Good knowledge of IT infrastructure for server client and SaaS solutions is advantageous.
• Excellent problem-solving skills and the ability to think analytically.
• Exceptional communication skills, both written and verbal, with a customer-focused attitude.
• Ability to manage multiple tasks, projects and prioritize effectively in a fast-paced environment.
• Experience with CRM software and ticketing systems.
• Ability to work independently as well as part of a team.

INDLS