Technical Support Specialist

3 weeks ago

Fleet, Hampshire, United Kingdom MySoft Ltd Full time

Position:
Technical Support Specialist

Work Arrangement:
Hybrid

Compensation:
Competitive salary based on experience
Full-time, Permanent

At MySoft Ltd, we are dedicated to empowering our clients to realize their business potential through Sage X3 Enterprise Resource Planning software.

As the longest-serving Sage X3 partner in the UK, we boast over 375 years of collective expertise in the sale, implementation, development, and support of Sage X3.

Our mission is to assist our clients in growing and evolving their businesses by equipping them with the necessary tools and skills to excel.

In response to our expanding operations, we are seeking a skilled Technical Support Specialist to join our committed Support team.

The primary responsibility will be to facilitate the resolution of client issues by offering assistance, guidance, and solutions for our Sage X3 ERP software and MySoft proprietary plug-ins.

The Support Specialist will manage the entire incident lifecycle, proactively overseeing customer incidents to ensure resolution within expected timeframes and service level agreements while fostering strong client relationships.

Key responsibilities include managing support calls, addressing quick wins, identifying urgent issues, and continuously reprioritizing as new challenges arise.


  • Accurately document detailed information and track support inquiries from initiation to resolution.
  • Identify recurring issues reported by clients that may have a wider impact and collaborate with the team to develop permanent solutions.
  • Provide direct user support for Microsoft desktops/laptops, user access to the corporate network, and applications both on-site and via VPN remote access.
  • Assist in diagnosing and resolving internal Windows-related issues.
  • Identify and pursue commercial opportunities with discretion.
  • Ensure that the service provided to MySoft clients fosters an environment of advocacy, leading to client retention, increased business, and recommendations for MySoft.

Essential qualifications include:


  • Proficient knowledge and experience in working with Enterprise Resource Planning software, with a preference for Sage X3.
  • Competence in Microsoft Excel and other MS Office applications.
  • Ability to communicate effectively and simplify technical concepts for end users via phone and email.
  • Capacity to work independently as well as collaboratively within a team, sharing information, solutions, and innovative ideas to enhance personal and team performance.
  • Exceptional customer service skills, with a commitment to going above and beyond.
  • We offer a competitive salary, 25 days of annual leave, an Employee Cash Plan, and access to our Employee Assistance Programme, along with the benefits of a favorable work-life balance through hybrid working arrangements.

Applicants must possess the necessary work permit, visa, or immigration documentation to work in the UK without restrictions.


Preferred experience includes:

Application Support Engineer, Software Support, Application Support Specialist, IT Engineer, Customer Service Representative, Customer Services Executive, Customer Service Adviser, Customer Support, Client Service Advisor, Customer Services, Customer Service Assistant, CSA, Administrator, Software Engineer, Software Developer, IT Software Support, Application Support, Computer Science, Troubleshooting, Linux, Windows, MAC, JavaScript, HTML, DOM, CSS, SQL, Microsoft Windows Server, SaaS, Software Support Engineer, Software Support Technician.

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