Customer Support Consultant

Overview

Software Support Consultant

UK remote

We are seeking a high-energy, team-oriented Support Specialist to provide technical support to Headlam Group customers of Gould Hall within the Aptean company. The Software Support Specialist will work directly with customers to troubleshoot, install, and configure various modules and will report to the Program Manager.

This Support Specialist role is a great opportunity to jumpstart your career in technology. You will learn diverse software programs, technical support processes, and have the satisfaction of helping businesses around the globe succeed.

What you\’ll do

• Provide world-class technical support via telephone, email, and chat for Headlam
• Troubleshoot complex issues using remote support software
• Learn from customer interactions to improve customer experience with better software and support tools
• Identify early symptoms, patterns, and solutions for upcoming technology challenges
• Develop best practices, tips, and training scripts for customers on proper use of our programs
• Communicate user challenges and software updates across teams, including the development team, for resolution tracking
• Triage calls to appropriate teams
• Assist with Quality Assurance testing
• Work on additional projects as needed by the Support team
• Attend training and collaborate at a satellite office in Skelmersdale as required

What you\’ll need

• Desire to quickly learn new technology and contribute to a fast-paced team
• 2+ years of customer service and software experience
• Working knowledge of DBL or Cobol
• Strong written and verbal communication skills
• Excellent interpersonal and customer service skills
• Experience as a Helpdesk operative
• Logistics ERP experience
• Experience with ledgers, management information, cost centers, cash books, AP/AR
• Call queue management, SOP creation, knowledge base creation

What’s in it for you?

Join a fast-growing, established global software company. We offer growth and development opportunities, a welcoming and diverse team, and a collaborative culture.

About Aptean

Aptean is transforming global businesses with targeted ERP solutions, serving over 10,000 organizations across more than 20 industries and 80 countries. With over 2,700 employees and 50 products, now is a great time to advance your career with us.

Our mission is to solve tomorrow’s challenges today with purpose-built software and excellent customer service. We are committed to diversity, equity, and inclusion, fostering a culture where every employee can succeed regardless of race, gender, or background.

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