Overview
1st / 2nd Line SaaS Software Support - Hybrid at VoiceWorks. We’re on the lookout for a driven and customer-focused 2nd Line Software Support Technician who thrives on solving real-world business problems through smart, technical solutions. In this role, you will guide customers through technical challenges, deliver expert support, and help optimise their use of our software. You’ll resolve complex tickets, mentor 1st Line teams, liaise with development for long-term solutions, and help ensure smooth operations and outstanding service.
If you’re a strong communicator with a problem-solving mindset and a passion for technology, this is your chance to make a real impact in a fast-paced, collaborative environment.
The Role At a Glance
1st / 2nd Line Software Application Support Technician – Grantham, Lincolnshire (Hybrid: 3 days in the office during onboarding, 2 days thereafter). Full-time, permanent. Salary £28,000 – £32,000 DOE. Comprehensive benefits package including enhanced pension and life cover, performance bonus, and more.
Values / Culture: Commitment, Success and Putting the Customer at the Heart of Everything We Do. Company: Khaos Control – Award-Winning ERP SaaS provider powering SME retail.
Responsibilities
* Take ownership as a 2nd Line Technical Support Specialist, delivering remote support to keep customers running smoothly.
* Be the go-to expert for the 1st Line team; guide, mentor, and elevate their skills while resolving escalated issues.
* Serve as a trusted point of contact for customers, building relationships and ensuring a seamless support experience.
* Accurately update CRM/ticketing systems in real time; maintain detailed records.
* Investigate incidents, perform root cause analysis, and contribute to preventing future issues.
* Replicate problems and validate issues using localised environments and anonymised data.
* Collaborate with 3rd Line teams (Application Management, Development, QA) to deliver high-quality fixes.
* Deliver exceptional customer service that builds trust and long-term partnerships.
* Participate in workshops and improvement sessions to shape smarter systems and better experiences.
What We’re Looking For
* Solid understanding of remote desktop environments and networking.
* Experience supporting ERP Software Applications or similar systems.
* Confident communicator, able to guide customers through solutions remotely.
* Experience configuring software on PCs remotely.
* Problem-solving mindset with proactive troubleshooting and customer care.
* Ability to identify recurring issues and collaborate on long-term fixes with our Development team.
* Strong understanding of how software issues impact customer operations.
* Clear, confident communicator; able to explain complex issues to customers and stakeholders.
* Experience creating and reviewing knowledge base content; provide constructive feedback.
* Calm under pressure and empathetic to customer needs.
* SQL and C# knowledge are a bonus but not essential.
What’s On Offer
* Starting salary £28k–£32k depending on ability, skills and experience.
* Monday to Friday; hybrid working option.
* 23 days holiday (option to buy 4 additional) + bank holidays.
* Life cover x4 salary; enhanced employer pension contributions.
* 24/7 GP access and employee wellbeing services; subsidised gym membership.
* Free onsite parking.
Application privacy note: We take your privacy seriously. You may be contacted by email, text or telephone. Your data is processed by RR (Recruitment Revolution) in connection with the recruitment process. Please refer to their Data Privacy Policy & Notice on their website for details.
#J-18808-Ljbffr