Application Support Analyst

We are looking for a talented application support analyst to join our support team who has excellent troubleshooting and problem-solving skills combined with exceptional customer service abilities.,

• Accurately logging requests on WinMan as reported by our customers, via telephone, portal and Email


• Acting as the first point of contact for our customers with WinMan-related issues


• Promoting the online customer portal


• Identifying new case/query priority and assigning resources accordingly


• Managing individual cases to ensure satisfactory outcomes for our customers


• Investigating and solving complex customer issues


• Maintaining up-to-date skills and knowledge to support the WinMan product


• Liaising with other departments to ensure timely resolution of cases


• Writing, editing, and revising our internal knowledge base


• Clearly documenting problems and resolutions.


• Identifying and escalating complex issues to ensure a prompt resolution
  
  You should be a highly skilled and customer-focused individual with excellent communication skills who enjoys communicating with end users. You will be responsible for troubleshooting and solving technical issues related to the WinMan ERP software whilst providing excellent customer service. The stated operating hours of the support function are (9:00 am to 5:30 pm - UK time)., High level of numeracy and literacy


• High level of computer literacy


• Working knowledge of T-SQL


• Excellent problem-solving and analytical skills,

with an enthusiasm for getting solutions without compromising on accuracy or quality.

• Outstanding attention to detail


• A professional friendly manner when dealing with all customers


• Excellent communication skills, both written and verbal


• The ability to relay technical information to non-technical users.


• Great team player, with the ability to establish effective working relationships with customers and colleagues


• The ability to learn quickly., STEM degree or similar


• Previous experience working in a KPI-driven support environment


• Understanding of business processes in manufacturing, distribution
  
  At WinMan we are both the authors and distributors of a highly scalable and class-leading ERP business solution for a broad range of manufacturing, retail and distribution companies. WinMan is our on-premise product designed to be feature-rich, affordable and configurable. WinMan Cloud is our fully integrated Cloud ERP platform, with a wide-ranging set of features.
  
  We pride ourselves on being a great place to work, offering a competitive salary, a generous benefits package and the opportunity for flexible working.


Why work for us?

WinMan offers a competitive salary with a generous benefits package that includes the below and more:

• A highly competitive salary and bonus offering


• 22 days holiday, increasing to 25 days after 3 years of continuous service


• Company Long Service Reward


• Access hundreds of discounts. Make savings in all areas of life, from food and drink to travel


• Death in service benefit


• Pension benefits and employer contributions


• Good working environment


• Opportunity for flexible working