ERP Software 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 within engineering and manufacturing environments, helping them utilise software relating to stock control, demand planning, Bills of Materials (BOMs), production processes 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, including engineering and production specialists, 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

• Knowledge or experience of ERP systems, ideally within an engineering, manufacturing or production environment

• An understanding of manufacturing and production processes, including stock control, Bills of Materials (BOMs) and inventory management, would be advantageous

• 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.

Express Recruitment are delighted to be working in partnership with a long-established ERP provider, who have specialised in supplying bespoke software solutions for a nationwide customer base for over 25 years. They are seeking the addition of an experienced Application Support Analyst with proven experience of working with ERP/MRP systems.