Technical Support Specialist

3 weeks ago

Fleet, Hampshire, United Kingdom MySoft Ltd Full time

Position:
Technical Support Specialist

Location:
Hybrid Work Environment

Compensation:
Competitive salary based on experience

Employment Type:
Full-time, Permanent

At MySoft Ltd, we are dedicated to empowering our clients to maximize their operational capabilities through Sage X3 Enterprise Resource Planning software.

As the most established Sage X3 partner in the UK, we boast over 375 years of collective experience in the sales, implementation, development, and support of Sage X3.

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

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

The primary objective of this role is to ensure the effective resolution of client issues by delivering assistance, guidance, and solutions related to our Sage X3 ERP software and proprietary MySoft plug-ins.

The Support Specialist will manage the entire incident lifecycle, proactively overseeing customer incidents to achieve resolution within agreed timelines while fostering strong client relationships.


Key Responsibilities:

  • Assess customer issues and their business implications, ensuring appropriate prioritization of calls.
  • Efficiently manage call lists; prioritize urgent matters, resolve quick wins, and continuously adjust priorities as new issues emerge.
  • Accurately document detailed information and track support requests from initiation to resolution.
  • Strive for the swiftest resolution of all client issues, keeping clients informed and reassured about progress.
  • Take ownership of calls from the moment they are logged, coordinating with colleagues, third parties, and clients when multiple inputs are necessary.
  • Thoroughly document the causes and solutions of issues to assist others in case of similar occurrences.
  • Identify recurring issues that may have broader implications and collaborate with the team to develop permanent solutions.
  • Work alongside colleagues to address complex and diverse inquiries.
  • Provide direct user support for Microsoft desktops/laptops, user access to corporate networks, and applications both on-site and via remote access.
  • Assist in diagnosing and resolving internal Windows-related issues.
  • Recognize 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.

Candidate Profile:

  • Comprehensive knowledge of software testing and troubleshooting.
  • Experience with Enterprise Resource Planning software, particularly Sage X3, is advantageous.
  • Familiarity with the finance, manufacturing, and distribution modules of Sage X3.
  • Proficient in Microsoft Excel and other MS Office applications.
  • Methodical approach to problem-solving.
  • Strong attention to detail.
  • Excellent interpersonal skills, capable of quickly establishing positive working relationships with clients and demonstrating empathy under pressure.
  • Ability to communicate effectively and simplify technical concepts for end users via phone and email.
  • Strong time management skills, with the ability to prioritize tasks and meet deadlines under pressure.
  • Capable of working independently as well as collaboratively within a team, sharing information, solutions, and innovative ideas for enhancing personal and team performance.
  • Exceptional customer service skills, with a willingness to go above and beyond.
  • Eagerness to expand product knowledge and engage in ongoing learning.

Joining MySoft Ltd means working with an exceptional product and being part of a dedicated team of professionals who are passionate about delivering value to our clients.

We offer a competitive salary, 25 days of annual leave, an Employee Cash Plan, and an Employee Assistance Programme, along with the benefits of a healthy work-life balance through hybrid working arrangements.

We welcome applicants who possess the necessary work permits or visas to work in the UK without restrictions.

We appreciate all applications; however, if you do not receive a response within four weeks, please consider your application unsuccessful.


Preferred Experience:
Candidates with backgrounds in roles such as 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, and Software Support Technician will also be considered for this position.

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