1st Line Customer Support Advisor

**1st Line Software Support Advisor**

**Job Spec...**

**Job Type**: Permanent, full time

Location: Stourport / Hybrid

Hours: 38.25 hours (Monday to Friday)

**Salary**: Competitive

Team: Software Support

**Opportunity Overview...**

How would you feel about the prospect of becoming the next rising star to join our Software Helpdesk? If you are ambitious and enthusiastic with a passion for customer service and problem solving, then this is the perfect role for you.

Working within a close-knit and collaborative team, you will be a clear, confident, and professional communicator, playing a key role in the department to meet the high level of service OGL strives to deliver. This position will give you exposure to our impressive portfolio of products and services, putting you at the cutting edge of the latest technologies. Additionally, you’ll benefit from our hybrid working policy, so you can enjoy the blend of both office and home working.

There’s lots to learn and you will develop your skills and knowledge in the arena of accounting and ERP software, adding value to your skillset. We will work with you to reach your potential as we unify and fulfil your career aspirations.

The Software Helpdesk provides both telephone and remote support to OGL’s software customer base. Support can vary between low end user queries to complex programming issues and the role of the 1st Line Support Advisor is to be the first point of contact when raising a support incident.

You’ll report to the Software Support Manager and become a member of our Helpdesk Team, which consists of 1st, 2nd and 3rd Line, Linux Infrastructure and Web Support. You will also work closely and collaborate with Sales, Account Management, Software Development and Technical Support so the role will certainly be varied

So that’s what we are looking for, but why work for OGL Software?

OGL Software is a leading author and provider of ERP software solutions designed specifically for the stockist, distributor, and wholesale sector.

Whilst we boast over 35 years’ experience, we continually strive to remain at the forefront of the software industry with new developments and through the use of the latest technologies.

Following the successful launch of our latest software, Profit4, we’re growing fast, which is why we are seeking dynamic, motivated and talented people to come and join our team

We offer fulfilling careers, personal and professional development and a great working environment. OGL started from humble beginnings in 1976 offering IT support to local small businesses and went on to launch our first accounting software solution back in 1984. Since then, we have gone from strength to strength and our software now sits at the heart of hundreds of businesses across the UK, enabling thousands of users to work more effectively.

If you join OGL Software, you’ll be working alongside over 100 highly skilled, talented, ambitious individuals who work together to deliver best-in-class solutions and a first-class service to our customers. We actively support internal progression and personal development if you want it, and there is immense job satisfaction to be found at OGL Software, with a culture that supports staff, listens to ideas and includes people at all levels in the decision-making process.

Our fantastic employees are proud to work for OGL Software, and you will be too if you join us as we continue to expand.

**Key Responsibilities **
- Provide first class customer service and experience to our customer base
- Accurately log support incidents onto our IT service management system
- Evaluate the customer’s request and where possible offer a resolution
- Ensure our customers feel confident that their requirements will be addressed in a timely and effective manner
- Keep our customers up to date with timescales and responses
- Managing incident escalations
- Installing and maintaining OGL software
- To learn our fully integrated ERP software
- Attend regular team meetings, including software releases and daily stand-ups
- Maintain the internal knowledge base
- Liaise with third-parties and OGL peers for collaboration and troubleshooting

**Essential Skills & Experience **
- Exceptional written and communication skills
- Willingness to study and learn business software procedures and products
- A passion to deliver exceptional customer service
- Enthusiastic about IT and technology
- A desire to build strong customer relationships
- Be confident, adaptable and personable
- Possess a strong work ethic and excellent time management skills
- Be IT literate and have experience with MS Office
- Possess troubleshooting & investigation skills
- The ability to work independently and as part of a team
- Ability to adapt and work in a fast-paced environment

**Desirable Skills & Experience **
- A good knowledge of ERP software systems i.e. stock, sales order processing and financials is desirable but not essential
- Customer suppor