Customer Support Analyst

Customer Support Analyst

Location:

Lichfield, UK (hybrid)

Aptean Birmingham, England, United Kingdom

We are seeking a high-energy, team-oriented Support Analyst to provide technical support to SI customers. The Customer Support Analyst will work directly with customers to troubleshoot, install and configure the various SI software modules and report to the Support Manager. The role involves hardware duties such as arranging hardware repairs, coordinating couriers, and other related tasks. This Support Analyst role is the perfect opportunity to jumpstart your career in technology, you’ll learn diverse software programs, technical support processes, and know each day that your work helps businesses around the globe be successful.

At SI, everything we do is geared around helping our customers to run their businesses as efficiently as possible, whilst enabling them to fulfil their customer expectations. SI’s modular food planning, ERP, MES and specialist sector software streamlines supply chains, increases operational efficiencies, reduces waste and improves profitability. Today, more than 150 food processors worldwide rely onSI.

• Provide world-class technical support via telephone, email and chat for SI customers
• Troubleshoot complex issues with use of remote support software
• Learn from customer interactions to help innovate customer experience improvements with better software and support tools
• Identify early symptoms, patterns and solutions for upcoming technology challenges
• Develop best practices, tips and training scripts for customers on proper use of our programs
• Communicate user challenges and software updates across multiple teams including the development team for tracking resolution
• Input all technical issues into bug tracking software to be addressed by appropriate teams
• Assist with Quality Assurance testing
• Opportunity to work on additional projects as necessitated by the Support team
• Mange Hardware repairs, arranging couriers for collection of hardware
• Procurement of new hardware
• Generate quotes for customers wishing to purchase hardware

• Desire to learn new technology quickly and contribute to a fast-paced technology team
• 1-3 years of combined customer service and software experience
• Working knowledge of Windows OS
• Strong written and verbal communication skills
• Strong interpersonal and customer service skills
• Experience working with helpdesk ticketing software a plus
• Experience with software applications (bespoke, food industry a bonus)
• Operating knowledge of SQL Databases and Querying language (optional)

• Dynamic, fun, and fast-paced work environment, filled with hard working, loyal and happy co-workers,
• Pension,
• Life assurance,
• 25 days holiday + bank holidays.

• Associate

• Full-time

• Customer Service and Information Technology

• Software Development