Customer Support Administrator – Software Applications*
*Location:* Ipswich, Suffolk – Office Based
*Salary:* £26,000–£30,000 per annum, depending on experience
*Hours:* Monday to Friday, 8:45am–5:00pm
*Employment:* Permanent, Full-Time
*Please note:* This is a full-time, office-based position at our Ipswich office. This is not a remote or hybrid role.
*MultiFreight is one of the UK's leading independent providers of software solutions for the logistics industry, providing Freight Management, Customs and Warehouse Management software to customers throughout the UK and internationally.
We're looking for an experienced and enthusiastic *Customer Support Administrator* to join our Software Support team.
*Working as part of our experienced support team, you'll provide application support to customers via telephone, email and TeamViewer.
You'll investigate customer queries, troubleshoot software issues and take ownership of support cases through to resolution.
We're looking for someone who enjoys understanding how software works, asking the right questions and investigating problems thoroughly to identify the cause and find the right solution.
This is a customer-facing software application support role, rather than a general IT infrastructure or desktop support position.
*Provide software application support to customers via telephone, email and TeamViewer.
* Investigate and troubleshoot customer queries and software issues.
* Take ownership of support cases through to resolution.
* Keep customers informed of progress throughout the support process.
* Recreate reported problems to help identify the cause of software issues.
* Escalate software issues to our Development team with clear supporting information.
* Help customers understand and make effective use of our software.
* Develop knowledge of our software products and the business processes they support.
*A minimum of two years' relevant experience in software application support, or in a business environment involving extensive use of specialist software, is required.*
We're particularly interested in candidates who have experience supporting or regularly using business applications such as:
* ERP or business management software.
* Accounting or CRM systems.
* Freight forwarding and logistics software.
* Warehouse or stock management systems.
* Other specialist business software.
Experience within freight forwarding, logistics, customs clearance or warehousing would be particularly advantageous, although full training on our products will be provided.
*A willingness to learn new software and business processes.
*Please note:* General IT infrastructure, Microsoft 365 or desktop support experience alone is unlikely to provide the application support experience we're looking for.
*Competitive salary of £26,000–£30,000, depending on experience.
* 25 days' annual leave plus
