The company is a leading technology consultancy dedicated to delivering innovative and successful business transformations for our clients. As specialists in systems integration, we focus on optimising our clients' business systems to work more efficiently. Whether it's implementing ERP to align with unique business processes, enhancing systems with custom applications, or providing 24/7 support with specialised skills, tools, and utilities, we have the technical expertise to 'Make It Work'.
They are proud to be a Gold Channel Partner and a certified reseller of IFS. Since they're founding they have grown to become one of Europe's largest independent providers of products, consulting services, and round-the-clock support for ERP. With over 1,500 enterprise solutions delivered to more than 300 clients worldwide, The headquarters are based here in Scotland.
Key Responsibilities
- Client Support:
Provide timely and effective support for IFS solutions and Cooper Software products, addressing issues pre- and post-implementation.
- Service Desk Management:
Monitor and respond to issues, manage faults, and ensure successful resolution
- Client Communication:
Understand client needs and provide guidance on best practices for using IFS systems.
- Troubleshooting:
Resolve system issues promptly, working closely with the technical team.
- Documentation:
Maintain comprehensive records of client enquiries and support activities.
- Training:
Conduct training sessions and create user guides to help clients maximise IFS system benefits.
- Collaboration:
Work with the development team to identify and report software bugs and suggest improvements.
- System Updates:
Stay informed about the latest IFS features and updates, providing relevant information to clients.
- Feedback:
Provide regular feedback to management on common issues and client trends for continuous improvement.
Key Skills
- Technical Proficiency:
Expertise in IFS systems, including functionalities, modules, and configurations.
- Troubleshooting Skills:
The ability to identify and resolve IFS system issues effectively.
- Customer Service:
Excellent skills in communicating with clients, understanding their needs, and providing timely solutions.
- Communication:
Strong verbal and written communication skills to explain technical concepts clearly.
- Time Management:
Ability to prioritise tasks and manage time to meet SLAs.
- Collaboration:
Aptitude for working with cross-functional teams and clients to solve complex challenges.
- Adaptability:
The ability to adapt to changing client requirements and software updates.
- IFS Support Experience:
Previous experience of supporting IFS systems and ensuring customer satisfaction.
- IFS Implementation Awareness:
Knowledge of IFS implementation processes, including data migration and user training.
- Client Interaction:
Experience of understanding client business processes and providing tailored support solutions.
- Software Troubleshooting:
Experience of identifying root causes and implementing solutions for software issues.
- Documentation and Reporting:
Maintaining detailed records of client enquiries and support activities.
Key Benefits
- Salary up to £70,000 DOE
- Flexible/ Remote working
- Constant learning and development support
- Progression and career opportunities
- 32 days holidays (including statutory)
- A day off on your birthday
- 5% employer pension contribution
- Life assurance
- Private healthcare (single cover)
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