Salary: £30,000 - 60,000 per year Requirements: High level of numeracy and literacy Background in supporting software applications High level of computer literacy Working knowledge of SQL Previous experience working in a KPI-driven support environment (desirable) Understanding of business processes in manufacturing and distribution (desirable) Excellent problem-solving and analytical skills Outstanding attention to detail Great team player Excellent written and spoken English Ability to report issues and defects in a clear, concise manner Able to prioritise and assess risks within strict timescales Able to present complex and highly technical information clearly to colleagues at all levels Responsibilities: Accurately record customer-reported requests through telephone, portal, and email Serve as the initial point of contact for customers encountering related issues Advocate for the utilization of the online customer portal Discern the priority of new cases/queries and allocate resources accordingly Oversee individual cases to guarantee satisfactory resolutions for customers Investigate and resolve intricate customer problems Maintain a current skill set and knowledge base to proficiently support the clients product Coordinate with other departments to ensure timely case resolutions Thoroughly document issues and their corresponding resolutions Identify and escalate complex issues for expeditious resolution Technologies: Cloud ERP Support SQL More: We are a multi-national software company specializing in providing highly scalable and class-leading ERP business solutions for a broad range of manufacturing, retail, and distribution companies. Our ERP software platform is designed to be feature-rich, affordable, and configurable, and combined with our Cloud SaaS ERP platform, it provides industry-leading software with extensive features. We pride ourselves on offering a competitive salary, a generous benefits package, and the opportunity for flexible working. Our office is located in North Birmingham, and this role offers a hybrid working model, requiring 2 days in the office. last updated 21 week of 2026