User Support Advisor

Our Software Support Team comprises of 1st, 2nd and 3rd Line Analysts who record, manage and resolve customer incidents. The role of the User Support Advisor is to provide product guidance to not only help our customers but to also establish solutions to sometimes complex problems. You'll collaborate closely with the Sales, Customer Success, Software Delivery and Software Development teams ensuring ultimate customer satisfaction throughout their experience with us.

Our customer queries and support calls are varied and can range from quick fixes to full incident investigations. This means we're looking for someone who can confidently adapt and apply themselves to any support call, finding a quick resolution. Our customers are at the heart of our company so it's important, especially as part of our Support Team, that you're as passionate about providing quality customer service as we are.

We hope that this role is more than just a job and is the start of your journey within the world of ERP, with the opportunity to develop new and varying skills that further advance your career. OGL is focused on creating and promoting a culture of ongoing development of individuals and teams, providing the opportunity to gain experience and knowledge., * Address customers' questions regarding the Profit4 system's features, functionality and usage

• Diagnose and resolve issues that relate to the Profit4 system, including user guidance, user error and user configuration
• Advise customers on best practice for using the Profit4 system, so they can optimise their business processes and workflows
• Evaluate customers' requests and think outside the box to provide resolutions
• Identify and escalate complex issues to the Technical Services Team where necessary
• Ensure our customers feel confident that their requirements will be addressed in a timely and effective manner
• Act as the link between our customers and the teams within our Software Helpdesk structure
• Identify reoccurring customer issues, highlighting to the Support Management team, where necessary

Are you familiar with ERP software solutions, or maybe work within a busy accounting, purchasing or sales department and are looking for a change in career? Then OGL Software may have the perfect role for you…

Would you like to join a busy, highly motivated Software Support team who want to go the extra mile for their customers, ensuring customer retention and most importantly happy customers. Working on the frontline you will play an integral role in delivering support and exceptional service to customers using our Profit4 ERP solution.

We're looking to recruit a User Support Advisor with a good understanding of ERP systems, such as systems like Sage, and if you have Profit4 knowledge then this would be advantageous, but not essential. A person who can find solutions to challenges, naturally communicate and build relationships with customers in a personable and professional manner., * A good knowledge of ERP software systems, sales order processing, warehouse management and financials

• Passion to deliver exceptional customer service
• Willingness to study and learn business software procedures and products
• A desire to build strong customer relationships
• Excellent communication, organisation and time management skills
• Confident, adaptable and personable
• Demonstrate exceptional customer care and service at all times

Desirable Skills & Experience

• Experience in Profit4 software or working with an ERP software solution would be highly desirable
• Knowledge of accounting principles
• Customer service-oriented and proactive in anticipating and resolving problems while maximising the efficient use of resources
• Demonstrates strong analytical and communication skills
• Demonstrates ability to work independently and successfully with minimum supervision
• Knowledge and use of Microsoft products

At OGL, we believe in creating a workplace where our employees feel valued and supported. Alongside the standard benefits you'd expect, we offer a few extras to make your work-life balance even better:

• Hybrid working (after probation period - 6 months)
• 25 days of holiday plus 8 bank holidays
• Opportunity to buy and sell holiday
• Private healthcare
• Support for your learning, development and career growth
• An employee reward board to recognise great work
• Company social events to bring the team together
• A referral bonus scheme for employees
• Free on-site parking