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For Companies At a Glance
- Tasks: Provide remote and on-site support for ERP software, guiding customers through technical challenges.
- Company: Join Khaos Control, an award-winning ERP SaaS provider powering SME retail.
- Benefits: Starting salary £25k-£29k, hybrid working, 23 days holiday, life cover, and subsidised gym membership.
- Why this job: Make a real impact by helping customers and mentoring a dynamic team.
- Qualifications: Experience in remote support and ERP software applications; problem-solving mindset is key.
- Other info: Enjoy a collaborative culture with opportunities for professional growth.
The predicted salary is between 25000 - 29000 £ per year.
1st/2nd Line Software Support Analyst – ERP SaaS
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.
Role at a Glance
Grantham, Lincolnshire Office – Hybrid Working (3 days per week in the office during onboarding, 2 days per week thereafter). 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.
Base Pay Range
£25,000 to £29,000, based on ability, skills and experience.
What Your Day‑to‑Day Might Look Like
- Deliver remote support that keeps our customers running smoothly.
- Be the go‑to expert for our 1st Line team – guide, mentor, elevate skills and resolve escalated issues.
- Serve as a trusted point of contact for customers, building strong relationships and ensuring a seamless support experience.
- Accurately update our CRM/ticketing system in real time – every detail matters.
- Resolve incidents and conduct root cause analysis, helping prevent future issues before they start.
- Replicate problems and validate issues, using localised environments and copies of anonymised customer data.
- Collaborate closely with 3rd Line teams (Application Management, Development and Testing‑QA) to crack complex technical challenges and deliver high‑quality fixes.
- Deliver exceptional customer service that builds trust and long‑term partnerships.
- Participate in workshops and improvement sessions, bringing ideas to shape smarter systems and better experiences.
What We’re Looking For
- Solid understanding of remote desktop environments and networking.
- Experience supporting ERP software applications or similar applications.
- Confident communicator – comfortable providing remote support and guiding customers through solutions.
- Experience configuring software on PCs remotely.
- 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 issue types can impact customer operations.
- Clear, confident communication – 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 welcomed.
What’s on Offer
- Starting salary of £25k to £29k.
- Hybrid working an option.
- 23 days holiday (option to buy 4 additional) + bank holidays.
- Life cover ×4 of salary.
- Enhanced employer pension contributions.
- 24/7 GP access and employee wellbeing services.
- Subsidised gym membership.
If you’re ready to accelerate your career and thrive in a fast‑paced, collaborative environment, this is the place to be.
Sounds like a good fit? Apply here for a fast‑track path to our Leadership Team.
We take your privacy seriously. Our talent partner, Recruitment Revolution, processes your data in accordance with their Data Privacy Policy & Notice. For further details, please refer to their website.
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1st/2nd Line Software Support Analyst – ERP SaaS. . employer: RR
Contact Detail:
RR Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st/2nd Line Software Support Analyst – ERP SaaS. .
✨Tip Number 1
Get to know the company culture before your interview. Check out Khaos Control's values and think about how you can align your experiences with their commitment to customer service. This will help you stand out as someone who truly fits in!
✨Tip Number 2
Practice your problem-solving skills! Since this role involves troubleshooting ERP software, try to simulate common issues you might face. Being able to demonstrate your thought process during the interview will show that you're ready to tackle challenges head-on.
✨Tip Number 3
Don’t forget to prepare questions for your interviewers! Asking insightful questions about the team dynamics or ongoing projects shows your genuine interest in the role and helps you gauge if it’s the right fit for you.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us. Let’s get you on board!
We think you need these skills to ace 1st/2nd Line Software Support Analyst – ERP SaaS. .
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the job description. Highlight your experience with ERP software and remote support, as these are key for us at Khaos Control.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about customer support and how you can contribute to our team. Share specific examples of how you've solved problems in the past!
Show Off Your Communication Skills: Since this role involves guiding customers and mentoring the 1st Line team, make sure your application showcases your communication style. We love clear and confident communicators!
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 don’t miss out on any important updates from our team.
How to prepare for a job interview at RR
✨Know Your ERP Inside Out
Make sure you brush up on your knowledge of ERP software and its functionalities. Familiarise yourself with common issues users face and how to resolve them. This will not only help you answer technical questions but also show your passion for the role.
✨Show Off Your Communication Skills
As a Software Support Analyst, clear communication is key. Practice explaining complex technical concepts in simple terms. You might even want to role-play with a friend to get comfortable with this. Remember, it’s all about making the customer feel understood and supported.
✨Demonstrate Problem-Solving Prowess
Prepare to discuss specific examples where you've successfully resolved technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will highlight your proactive troubleshooting skills and your ability to think on your feet.
✨Be Ready to Collaborate
Since the role involves working with 3rd Line teams, be prepared to talk about your experience in collaborative environments. Share examples of how you've worked with others to find long-term solutions. This shows that you’re a team player who values collective success.
