ERP Finance Module Support Analyst

• Providing technical support to customers using ERP software, responding to and resolving incoming support tickets

• Managing a varied workload of approximately 140 support tickets per week, ranging from straightforward queries that can be resolved within 15 minutes to more complex technical issues requiring several days of investigation

• Troubleshooting software-related issues and identifying effective solutions to ensure minimal disruption to customers’ business operations

• Supporting customers such as Management Accountants and Finance Directors, helping them utilise software relating to trial balances, nominal codes, making tax digital returns and other business-critical functions

• Communicating directly with customers to understand technical issues, provide guidance and explain solutions in a clear and accessible manner

• Working closely with internal teams to investigate and resolve more complex support queries

• Maintaining accurate records of support tickets, investigations and resolutions.

• Working collaboratively within the wider Support Desk team to maintain high levels of customer service and technical support

• Attending the office approximately once a month, with additional visits where required to support customers on site

• Previous experience in technical support, software support, IT helpdesk or similar customer-facing technical role

• Demonstrable financial literacy with an industry background in accounting, bookkeeping or purchase ledger preferred

• Experienced in supporting key finance systems modules such as VAT returns, cost sheets, trial balances etc.

• Good technical troubleshooting and problem-solving skills, with the ability to investigate and resolve issues logically

• A working knowledge of SQL and relational databases, particularly writing and troubleshooting Microsoft SQL Server (MSSQL) queries

• Confident communication skills, with the ability to engage with customers and explain technical concepts in straightforward terms

• Strong written English and attention to detail

• A proactive and adaptable approach, with the ability to manage a varied workload and prioritise competing demands

• A positive attitude towards learning, developing technical knowledge and working as part of a team

In return, you will receive a basic salary of up to £35,000. This role is predominantly home-based, with typically two to three days in the office per month and occasional additional customer site visits.