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- Tasks: Provide expert software support and guide customers through technical challenges.
- Company: Join Khaos Control, an award-winning ERP SaaS provider with a collaborative culture.
- Benefits: Enjoy a competitive salary, hybrid working, enhanced pension, and wellness perks.
- Why this job: Make a real impact by solving problems and optimising customer experiences.
- Qualifications: Strong communication skills and experience in remote desktop environments.
- Other info: Dynamic team environment with opportunities for career growth and development.
The predicted salary is between 25000 - 29000 £ per year.
1st/2nd Line Software Support Analyst – ERP SaaS
This range is provided by Khaos Control. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
We’re on the lookout for a driven and customer-focused 1st/2nd Line Software Support Analyst who thrives on solving real-world business problems through smart, technical solutions.
In this role, you won’t just be fixing issues – you’ll be guiding customers through technical challenges, delivering expert support, and helping to optimise their use of our software. From resolving complex tickets and mentoring 1st Line teams, to liaising with development for long-term solutions, you’ll play a key role in ensuring smooth operations and outstanding service.
If you\’re a strong communicator with a problem-solving mindset and a passion for technology, this is your chance to make a real impact in a fast-paced, collaborative environment.
The Role at a Glance:
- 1st/2nd Line Software Support Analyst
- Grantham, Lincolnshire Office – Hybrid Working – 3 days per week in the office during onboarding, 2 days per week in the office thereafter
- Plus Complete Benefits Package Including Enhanced Pension and Life Cover, Performance Bonus and More…
- Full-Time Monday – Friday – Permanent
- Values / Culture: Commitment, Success and Putting the Customer at the Heart of Everything We Do
- Company: Khaos Control – Award-Winning ERP SaaS provider powering SME retail
Your Background / Skills:
Remote Desktop Experience. SQL knowledge would be advantageous. Excellent Problem Solving and Communication skills.
The forefront of technology in the eCommerce, retail, wholesale, warehouse management and logistics sectors.
With over 20 years of experience under our belt, we provide solutions to put businesses in full control of their day-to-day operations. We focus on creating, implementing, and supporting business management solutions for businesses of all sizes.
If you want to accelerate your career to the next level, then this is the place to be. We strive to find the best of the pack when it comes to new staff, because we know that with motivated, self-disciplined people we don’t need rules and regulations to enforce behaviour. As a result, our team thrives from a more relaxed working environment. If that sounds good to you, then we’d love to hear from you.
The Opportunity:
We’re looking for a proactive and passionate 1st/2nd Line Software Support Analyst to join our dynamic support team. In this customer-facing role, you’ll bring your strong communication skills, analytical thinking, and problem-solving abilities to deliver exceptional service and technical expertise.
With a keen eye for detail, excellent organisational habits, and a talent for report writing, you’ll help drive issue resolution and continuous improvement.
What your day-to-day might look like:
- Take ownership as a 1st/2nd Line Software Support Analyst, delivering remote support that keeps our customers running smoothly.
- Be the go-to expert for our 1st Line team – guide, mentor, and elevate their skills while helping resolve escalated issues.
- Serve as a trusted point of contact for customers, building strong relationships and ensuring a seamless support experience.
- Keep everything running efficiently by accurately updating our CRM/ticketing system in real time – every detail matters.
- Dive into incident resolution and root cause analysis, helping to prevent future issues before they start.
- Ability to replicate problems and validate issues, using localised environments and copies of anonymised customer data.
- Collaborate closely with 3rd Line teams, such as Application Management, Development and Testing-QA, to crack complex technical challenges and deliver high-quality fixes.
- Go beyond support – deliver exceptional customer service that builds trust and long-term partnerships.
- Participate in workshops and improvement sessions, bringing your ideas to the table to help shape smarter systems and better experiences.
What we’re looking for:
- Solid understanding of remote desktop environments and networking
- Experienced in supporting ERP Software Applications or similar applications.
- Confident communicator – comfortable providing remote support and guiding customers through solutions
- Experience configuring software on PCs remotely
- A problem-solver mindset with a proactive approach to troubleshooting and customer care
- Ability to identify recurring issues and collaborate on long-term fixes with our Development team
- Strong understanding of how software and types of issues can impact customer operations
- Clear, confident communicator – skilled at explaining both simple and complex issues to customers and stakeholders
- Comfortable creating and reviewing knowledge base content, offering constructive feedback
- Calm under pressure, empathetic to customer needs
- SQL and C# knowledge are a bonus – not essential, but definitely welcomed!
What’s on Offer:
- Starting salary of £25k to £29k, based on ability, skills, and experience
- Monday to Friday
- Hybrid working an option
- 23 days holiday (option to buy 4 additional) + bank holidays
- Life cover x4 of salary
- Enhanced employer pension contributions
- 24/7 GP access and employee wellbeing services
- Subsidised gym membership
Khaos Control is an equal opportunities employer and welcomes applications from all qualified candidates.
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1st / 2nd Line SaaS Software Support employer: Khaos Control
Contact Detail:
Khaos Control Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st / 2nd Line SaaS Software Support
✨Tip Number 1
Get to know the company inside out! Research Khaos Control, their products, and their culture. This way, when you get that interview, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your problem-solving skills! Think of real-world scenarios where you’ve tackled tech issues before. Be ready to share these experiences during interviews to demonstrate your expertise.
✨Tip Number 3
Don’t underestimate the power of networking! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and even a foot in the door.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the team at Khaos Control.
We think you need these skills to ace 1st / 2nd Line SaaS Software Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of 1st/2nd Line Software Support Analyst. Highlight your experience with remote desktop environments and any ERP software you've worked with. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your problem-solving mindset and strong communication skills. Tell us why you're passionate about technology and how you can make a real impact in our team.
Showcase Your Technical Skills: Don’t forget to mention any relevant technical skills, like SQL or C#. Even if they're not essential, they can give you an edge. We love seeing candidates who are eager to learn and grow their technical expertise!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. We can't wait to hear from you!
How to prepare for a job interview at Khaos Control
✨Know Your Tech
Brush up on your knowledge of remote desktop environments and ERP software applications. Be ready to discuss how you've used these technologies in past roles, as well as any troubleshooting experiences you've had. This will show that you're not just familiar with the tools but can also apply them effectively.
✨Showcase Your Problem-Solving Skills
Prepare specific examples of how you've tackled complex issues in previous jobs. Think about times when you identified recurring problems and worked with teams to implement long-term solutions. This will demonstrate your proactive approach and ability to think critically under pressure.
✨Communicate Clearly
Practice explaining technical concepts in simple terms. Since this role involves guiding customers through challenges, being able to communicate effectively is key. Consider doing mock interviews with a friend where you explain a technical issue and its solution to them.
✨Engage with the Company Culture
Familiarise yourself with Khaos Control's values and culture. During the interview, express how your personal values align with theirs, especially around commitment and customer focus. Showing that you understand and appreciate their work environment can set you apart from other candidates.