Overview
Join to apply for the 1st / 2nd Line SaaS Software Support 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.
Role at a Glance
1st / 2nd Line Software Application Support Technician
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
Remote Desktop Experience and related background: see Your Background / Skills below.
What your day-to-day might look like
* Take ownership as a 2nd Line Technical Support Specialist, 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 closely 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 your ideas to the table to help shape smarter systems and better experiences.
What we’re looking for
* Solid understanding of remote desktop environments and networking
* Experience in 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 definitely welcomed!
What’s on Offer
* Starting salary of £28k to £32k, based on ability, skills, and experience
* Monday to Friday
* Hybrid working an 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
Sounds like a good fit? Apply here for a fast-track path to our Leadership Team.
Application notice: We take your privacy seriously. You may be contacted by email, text or telephone. Your data is processed by our talent partner RR (Recruitment Revolution) on the basis of their legitimate interests in fulfilling the recruitment process. Please refer to their Data Privacy Policy & Notice on their website for further details.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Information Technology
* Industries: Software Development and IT Services and IT Consulting
Note: This description is derived from the provided content and maintains original intent while improving structure and readability.
#J-18808-Ljbffr