Customer Support Analyst

Job Description:

Our clients highly prioritise delivering exceptional customer service and are dedicated to ensuring the smooth functioning of their Enterprise System.

They are in search of a skilled Customer Support Analyst to help address customer inquiries and issues related to their ERP.

The analyst will collaborate with clients both remotely and in-person when necessary, providing assistance in system configuration and troubleshooting with the goal of resolving issues efficiently.

Exceptional problem-solving abilities, along with excellent communication and customer service skills, are qualities that will set outstanding candidates apart.

The role

These duties must consistently align with the current company policies, and due to the dynamic nature of our business, your job description may evolve over time.

Periodically, you may also be called upon to engage in other tasks of a similar nature that align with your skills and capabilities, as directed by management.

• Serve as the primary point of contact for resolving ERP issues and delivering technical support to end users.
• Investigate and troubleshoot complex problems to identify effective solutions.
• Monitor and manage ERP incidents, ensuring timely resolution and clear communication with customers.
• Escalate high-priority incidents and non-conformance with SLA as needed.
• Provide guidance and assistance to end-users on system functionality, processes, and best practices.
• Effectively manage and prioritise the outstanding call list.
• Proactively monitor and update assigned incidents to ensure timely resolution.
• Request assistance from the development team for incidents requiring specialised knowledge.
• Undertake software development when necessary, adhering to company standards and managing work through the version control system.
• Promote and uphold high levels of customer service and satisfaction.
• Analyse and assess user requirements, propose system enhancements if necessary, and escalate requests to the development team.
• Document support activities, incident resolutions, and create knowledge base articles for future reference.

Reports expected from you

• Document all work performed on a timesheet for accurate time tracking.
• Log all support issues systematically within the support system.
• Provide the line manager with real-time information on actual hours and current progress for ongoing projects.

Your skills and qualifications

• Proven experience in roles such as an IT help desk technician or similar customer support positions.
• Proficient in supporting integrations with third-party applications.
• While Crystal Reports proficiency is not essential, it would be advantageous, and the successful candidate may be required to undergo training.
• Familiarity with WMS Systems is a plus.
• Tech-savvy individual with experience in a technology-related field.
• Capable of breaking down technological processes and delivering clear, step-by-step instructions.
• Excellent verbal and written communication skills.
• Self-motivated with a keen willingness to learn.
• Dedication to providing exceptional customer service.
• Team-oriented mindset with openness to constructive feedback.
• Enthusiastic about learning new technologies and systems.
• Demonstrated expertise in supporting Office 365, Active Directory, Windows 10/11, and Windows Server operating systems.
• In-depth knowledge of computer systems, including experience troubleshooting both hardware and software.
• Ability to diagnose and resolve various technical issues. 
• Strong problem-solving, analytical, and debugging skills, with the ability to work effectively in a team environment