Technical Support Specialist

3 days ago


Fleet, Hampshire, United Kingdom Mysoft Ltd Full time

About the Role

We are seeking an experienced Technical Support Specialist to join our dedicated Support team at Mysoft Ltd. As a key member of our team, you will play a vital role in facilitating the resolution of customer issues by providing assistance, advice, and solutions for our Sage X3 Enterprise Resource Planning software and Mysoft proprietary plug-ins.

Key Responsibilities

  • Own the full incident lifecycle, proactively managing customer incidents to bring resolution within expectations and Service Level Agreements (SLAs) and maintain strong customer relationships.
  • Record accurate, detailed information and track support calls and queries from creation to completion.
  • Recognise where customers log repeat issues that have a broader impact and work with the team to find a permanent solution.
  • Assist with direct user support for Microsoft desktops/laptops, user access to the corporate network, and applications both on the network and through the VPN remote access.
  • Assist with the diagnosis and resolution of internal Windows issues.
  • Identify and progress commercial opportunities with discretion.
  • Ensure the service provided to Mysoft customers develops an environment of advocacy whereby customers are retained, increase business, and recommend Mysoft.

About You

  • In-depth knowledge of software testing and/or troubleshooting.
  • Knowledge and experience of working with Enterprise Resources Planning software, ideally Sage X3 would be advantageous.
  • Competent in Microsoft Excel and other MS Office programs.
  • Able to communicate effectively and simplify technical concepts with end users.
  • Able to work independently as well as part of a team, sharing information, solutions, and new ideas for improving personal and team performance.
  • Excellent customer service skills, willing to go the extra mile.

What We Offer

  • A competitive salary.
  • 25 days holiday.
  • Employee Cash Plan.
  • Employee Assistance Programme.
  • A great work-life balance with hybrid working.


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