We are undergoing an exciting time in our evolution and now seek a talented Business Applications Support Analyst to join an established client support team. You’ll bring previous experience with Sage 200 and associated products (Sicon, Draycir etc) as well as a passion for excellent customer service and support.
You’ll be responsible for providing application/technical support to our clients through our helpdesk, telephone and email. As the point of contact for all client support and enquiries, you’ll be expected to investigate and resolve client issues – or where necessary, escalate support incidents to other members of the team.
Along with a clear talent for problem solving, you’ll be a fast learner who can quickly diagnose and troubleshoot issues in a fast-paced and dynamic environment.
This role presents a significant opportunity for an experienced ERP support professional to work in close collaboration with an experienced team supporting a range of clients across the UK. It’s an exciting time to join our business with ambitious growth plans to strengthen our presence in the industry.
This is a full-time role for the individual to work in a hybrid fashion from one of our offices in the UK.
Key Responsibilities
Deliver a high level of customer satisfaction for support incidents received through our helpdesk, email, or telephone.
Perform investigation and provide application/technical support to both internal and external stakeholders.
Work to deliver on Service Level Agreements and ensuring that all support incidents are accurately recorded.
Use the helpdesk management system to ensure that all tickets are correctly logged and that both internal and external stakeholders receive regular updates.
Act as a point of escalation for Sage 200 and Sicon within the support team.
Where required, escalate incidents, ensuring high levels of customer care.
Identify and highlight trends in support incidents reporting these to the Service Delivery Manager to ensure timely and appropriate action is taken to resolve client issues.
Work with the wider Business Applications team in the smooth handover of clients and projects to the support team, ensuring a successful client onboarding experience whilst developing knowledge of client specific system modifications.
Collaborate with the wider Business Applications department to work towards successful project delivery for our clients.
Refer client requests for advice & consultation to the account management/consultant teams where necessary.
Take responsibility for one’s own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved.
Collaborate with peers and other areas of the business to increase internal product and service knowledge.
Work with the One Xperience strategy in mind at all times.
Experience Required
Essential
2+ years previous experience in an internal or external facing support team, working with Sage 200 and Sicon with confidence of the core modules (financials and commercials)
Confident in providing data fixes where needed
Able to demonstrate a high level of technical knowledge.
Previous hands-on experience with ticket management systems
Previous experience of working as part of a team
Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence)
Desirable
Professional IT Certifications, ie ITIL Foundation
Relevant Accreditations
Sage CRM knowledge/experience
Sage 50 knowledge/experience
Competencies
Teamwork & Collaboration
Results Focused/Problem Solving
Actively Develop yourself & assist others
Good Communication amongst the team and other departments
