1st/2nd Line Software Support Analyst – ERP SaaS
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.
Role at a Glance
Grantham, Lincolnshire Office – Hybrid Working (3 days per week in the office during onboarding, 2 days per week thereafter). 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.
Base Pay Range
£25,000 to £29,000, based on ability, skills and experience.
What Your Day‑to‑Day Might Look Like
* Deliver remote support that keeps our customers running smoothly.
* Be the go‑to expert for our 1st Line team – guide, mentor, elevate skills and resolve escalated issues.
* Serve as a trusted point of contact for customers, building strong relationships and ensuring a seamless support experience.
* Accurately update our CRM/ticketing system in real time – every detail matters.
* Resolve incidents and conduct root cause analysis, helping prevent future issues before they start.
* Replicate problems and validate issues, using localised environments and copies of anonymised customer data.
* Collaborate closely with 3rd Line teams (Application Management, Development and Testing‑QA) to crack complex technical challenges and deliver high‑quality fixes.
* Deliver exceptional customer service that builds trust and long‑term partnerships.
* Participate in workshops and improvement sessions, bringing ideas 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 applications.
* Confident communicator – comfortable providing remote support and guiding customers through solutions.
* Experience configuring software on PCs remotely.
* 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 issue types can impact customer operations.
* Clear, confident communication – 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.
* Hybrid working an option.
* 23 days holiday (option to buy 4 additional) + bank holidays.
* Life cover ×4 of salary.
* Enhanced employer pension contributions.
* 24/7 GP access and employee wellbeing services.
* Subsidised gym membership.
If you’re ready to accelerate your career and thrive in a fast‑paced, collaborative environment, this is the place to be.
Sounds like a good fit? Apply here for a fast‑track path to our Leadership Team.
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