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- Tasks: Provide top-notch support, solve technical challenges, and guide customers through our software.
- Company: Join a dynamic team at OGL Software, where innovation meets collaboration.
- Benefits: Enjoy career growth, continuous learning, and a supportive work environment.
- Other info: Flexible working options and a friendly team await you!
- Why this job: Make a real impact by turning customers into lifelong fans with your problem-solving skills.
- Qualifications: Experience in software support and a passion for technology and customer service.
The predicted salary is between 30000 - 40000 £ per year.
Are you a problem-solver with a passion for technology and great customer service? Do you thrive in a collaborative environment where no two days are the same? If so, we’d love to have you on board as our 2nd Line Support Consultant! If you have experience supporting ERP solutions, or have worked with other software applications, and enjoy tackling technical challenges, this is a fantastic opportunity to expand your expertise and make a real impact! Every day brings new challenges to solve and exciting opportunities to grow.
Our Software Support team is the backbone of customer success, helping businesses get the most out of our solutions. We have a friendly and supportive environment where our 1st, 2nd, and 3rd Line Consultants work together to record, manage, and resolve customer incidents. As a 2nd Line Support Consultant, you’ll step in to tackle escalated queries, diagnose issues, and deliver solutions - ensuring every customer receives a first-class support experience. You’ll also collaborate closely with Sales, Customer Success, Delivery, and our Software Development teams to provide seamless support throughout the customer journey. If you love troubleshooting, thinking outside the box, and making a real impact, this role is for you!
What you’ll be doing:
- Be the voice of support - respond to customer calls with professionalism, empathy, and efficiency, making sure every customer feels heard and valued.
- Solve technical challenges - investigate and resolve software issues, whether it's backend configurations, database queries, or system processes.
- Be a guiding hand - help customers navigate the prof.ITplus system, explaining its features in a clear and helpful way.
- Keep things running smoothly - manage service requests, monitor tasks, and resolve incidents while staying on top of SLAs.
- Be the go-to expert - act as the key escalation point for the 1st Line Support team, stepping in when issues require deeper expertise.
- Handle data with precision - assist with data exports and integrations using ODBC, MySQL, and Microsoft Office tools.
- Think outside the box – evaluate customer requests creatively, offering innovative solutions to their challenges.
- Know when to escalate - identify and pass complex issues to the 3rd Line/Development Team when needed.
- Strengthen customer confidence - ensure customers always feel reassured that their concerns are being handled promptly and effectively.
- Spot trends and improve - identify recurring issues and share insights with the Support Management team to drive continuous improvement.
Why this role will appeal to you:
- Be at the heart of the action – as part of our frontline support team, you’ll play a key role in helping customers get the most out of our prof.ITplus ERP solution.
- Every day is different – from quick fixes to complex investigations, you’ll tackle a variety of challenges, keeping you engaged and always learning.
- Collaborate and grow – work closely with our Sales, Customer Success, Delivery, and Software Development teams to deliver outstanding service.
- Make a difference – your problem‑solving skills and personable approach will turn customers into lifelong fans of OGL Software.
What's in it for you?
- Career growth – we don’t just offer jobs; we offer exciting career paths in the ever‑evolving ERP industry.
- Continuous learning – we believe in investing in our people and providing opportunities to expand your knowledge and skills.
- A supportive and welcoming team – join a passionate group of like‑minded professionals who support and inspire each other every day.
If you’re driven, eager to learn, and ready to make an impact, this is your chance to build a rewarding career in ERP software. Join us at OGL Software and be part of something amazing!
At OGL, we believe in creating a workplace where our employees feel valued and supported. Alongside the standard benefits you’d expect, we offer a few extras to make your work‑life balance even better:
- Hybrid/flexible working (after 6-month probationary period)
- 25 days of holiday plus 8
2nd Line Software Support Consultant in London employer: Ogl Computer Services Group Limited
Contact Detail:
Ogl Computer Services Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Software Support Consultant in London
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the role. It’s all about making connections!
✨Tip Number 2
Prepare for the interview by practising common support scenarios. Think about how you’d tackle technical challenges and customer queries. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your passion for technology! During interviews, share examples of how you've solved tech issues in the past. This will demonstrate your expertise and enthusiasm for the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at OGL Software.
We think you need these skills to ace 2nd Line Software Support Consultant in London
Some tips for your application 🫡
Show Your Passion for Problem-Solving: When writing your application, let us see your enthusiasm for tackling technical challenges. Share examples of how you've solved problems in the past, especially in a customer support context. We love hearing about your experiences!
Tailor Your Application: Make sure to customise your application to highlight your relevant experience with ERP solutions or software applications. We want to know how your skills align with the role, so don’t hold back on showcasing your expertise!
Be Personable and Professional: Remember, we’re looking for someone who can connect with customers. Use a friendly tone in your application, and demonstrate your ability to communicate effectively. Show us that you can be the voice of support our customers need!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Don’t miss out on the chance to join our amazing team!
How to prepare for a job interview at Ogl Computer Services Group Limited
✨Know Your Tech
Brush up on your knowledge of ERP solutions and the specific software applications mentioned in the job description. Be ready to discuss your previous experiences with these technologies and how you've tackled technical challenges in the past.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've resolved complex issues in a customer support role. Think about times when you had to think outside the box to find a solution, and be ready to share these stories during the interview.
✨Emphasise Customer Service
Since this role is all about providing first-class support, highlight your customer service skills. Share instances where you've gone above and beyond to ensure a customer felt valued and heard, as this will resonate well with the interviewers.
✨Collaborate and Communicate
Demonstrate your ability to work in a team by discussing how you've collaborated with other departments in previous roles. Mention any experiences where effective communication led to successful outcomes, especially in a support context.