Overview
1st/2nd Line Software Support Analyst – ERP SaaS. Join to apply for the 1st/2nd Line Software Support Analyst – ERP SaaS role at RR. This range is provided by RR. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
We’re on the lookout for a driven and customer-focused 1st/2nd Line Software Support Analyst who thrives on solving real-world business problems through smart, technical solutions.
In this role, you won’t just be fixing issues - you’ll be guiding customers through technical challenges, delivering expert support, and helping to optimise their use of our software. From resolving complex tickets and mentoring 1st Line teams, to liaising with development for long-term solutions, you’ll play a key role in ensuring 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 Support Analyst
Grantham, Lincolnshire Office - Hybrid Working - 3 days per week in the office during onboarding, 2 days per week in the office thereafter
Plus Complete Benefits Package Including Enhanced Pension and Life Cover, Performance Bonus and More…
Full-Time Monday - Friday – Permanent
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
Your Background / Skills
Remote Desktop Experience. SQL knowledge would be advantageous. Excellent Problem Solving and Communication skills.
The forefront of technology in the eCommerce, retail, wholesale, warehouse management and logistics sectors.
With over 20 years of experience, we provide solutions to put businesses in full control of their day-to-day operations. We focus on creating, implementing, and supporting business management solutions for businesses of all sizes.
We strive to find motivated, self-disciplined people and offer a relaxed working environment. If that sounds good to you, we’d love to hear from you.
The Opportunity
We’re looking for a proactive and passionate 1st/2nd Line Software Support Analyst to join our dynamic support team. In this customer-facing role, you’ll bring strong communication, analytical thinking, and problem-solving abilities to deliver exceptional service and technical expertise.
With a keen eye for detail, excellent organisational habits, and a talent for report writing, you’ll help drive issue resolution and continuous improvement.
What your day-to-day might look like
* Take ownership as a 1st/2nd Line Software Support Analyst, delivering remote support that keeps our customers running smoothly.
* Be the go-to expert for our 1st Line team - guide, mentor, and elevate their skills while helping resolve escalated issues.
* Serve as a trusted point of contact for customers, building strong relationships and ensuring a seamless support experience.
* Keep everything running efficiently by accurately updating our CRM/ticketing system in real time - every detail matters.
* Dive into incident resolution and root cause analysis, helping to prevent future issues before they start.
* Ability to replicate problems and validate issues, using localised environments and copies of anonymised customer data.
* Collaborate with 3rd Line teams, such as Application Management, Development and Testing-QA, to crack complex technical challenges and deliver high-quality fixes.
* Go beyond support - deliver exceptional customer service that builds trust and long-term partnerships.
* Participate in workshops and improvement sessions, bringing ideas to help 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 applications
* Confident communicator - comfortable providing remote support and guiding customers through solutions
* Experience configuring software on PCs remotely
* A problem-solver mindset with a proactive approach to troubleshooting and customer care
* Ability to identify recurring issues and collaborate on long-term fixes with our Development team
* Strong understanding of how software and types of issues can impact customer operations
* Clear, confident communicator - skilled at explaining both simple and complex issues to customers and stakeholders
* Comfortable creating and reviewing knowledge base content, offering constructive feedback
* Calm under pressure, empathetic to customer needs
* SQL and C# knowledge are a bonus - not essential, but welcomed
What’s on Offer
* Starting salary of £25k to £29k, based on ability, skills, and experience
* Monday to Friday
* Hybrid working option
* 23 days holiday (option to buy 4 additional) + bank holidays
* Life cover x4 of salary
* Enhanced employer pension contributions
* 24/7 GP access and employee wellbeing services
* Subsidised gym membership
Notes: Application privacy information and data processing are described by RR (Recruitment Revolution) Data Privacy Policy & Notice.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Information Technology
* Industries: Software Development and IT Services and IT Consulting
Nottingham, England, United Kingdom — this job is based in Nottingham area with potential relocation considerations.
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