At Xperience we deliver business efficiencies through Digital Transformation.
We put our clients at the heart of everything we do, helping them create better, faster processes, build stronger customer relationships, strengthen data security, accelerate profitability, and position them for growth. That’s why we’ve got over 1,100 clients who are more efficient, more productive, and more profitable just because they work with us. And it’s why 95% of our clients say they would recommend us. But really, it’s our people that make the difference at Xperience. They have the expertise and ambition to collaborate with our clients to guide them towards the optimum solution. Together as a team and through partnerships with world leaders in technology, we provide smart solutions that provide real digital transformation in businesses, including Cloud, ERP, CRM, Managed IT, and Cyber Security.
The Role
We are undergoing an exciting time in our evolution and now seek an ambitious and driven Business Applications Support Technician. Joining an established Business Applications Support Team, you will gain experience and training in the delivery of best-in-class ERP application support to our growing customer base.
Developing skills and knowledge across a variety of ERP applications such as Sage 50 and Sage 200.

Key Responsibilities:

• Deliver a high level of customer satisfaction for support incidents received through our helpdesk, via email and telephone.
• Perform investigation and provide application/technical support to both internal and external stakeholders.
• Work to deliver on Service Level Agreements and ensuring that all support incidents are accurately recorded.
• Use the helpdesk management system to ensure that all tickets are correctly logged and that both internal and external stakeholders receive regular updates.
• Work with the wider Business Applications Consultant Team in the smooth handover of clients and projects to the support team, ensuring a successful client onboarding experience whilst developing knowledge of client specific system modifications.
• Where required, escalate incidents, ensuring high levels of customer care.
• Refer client requests for advice & consultation to MIT team and Commercial teams where needed.
• Take responsibility for one’s own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved.
• Collaborate with peers and other areas of the business to increase internal product and service knowledge.
• Work with the One Xperience strategy in mind at all times.

Essential:

• 1 year’s previous experience in an internal or external facing support team working with Sage 200
• Previous hands-on experience with ticket management systems
• Previous experience of working as part of a team
• GCSE Maths and English at Grade C or above (or equivalent)
• Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence)

Desirable:

• Professional IT Certifications, i.e., ITIL Foundation
• Sage 200 Accreditations (Financials/Commercials)
• Experience working with Sicon addons relevant to Sage 200.
• Relevant Sage accreditations/Microsoft qualifications

Competencies required for role:
Teamwork and Collaboration
Shares knowledge and works across departments and locations, working co-operatively and supportively with colleagues.
Results Focussed/Problem Solving
Prioritises tasks, overcomes obstacles, and accepts ownership of work assigned. Owns actions that deliver results.
Developing Yourself & Others
A quick learner who can acquire and apply new knowledge and skills whilst learning from experiences and mistakes.
Xperience is an equal opportunities employer.
Job Types: Full-time, Permanent
Pay: £27,000.00-£32,000.00 per year

Benefits:

• Enhanced maternity leave
• Enhanced paternity leave
• Free flu jabs
• Life insurance
• Paid volunteer time
• Private medical insurance
• Work from home

Work Location: Hybrid remote in Bury St. Edmunds IP33 3S

• Deliver a high level of customer satisfaction for support incidents received through our helpdesk, via email and telephone.
• Perform investigation and provide application/technical support to both internal and external stakeholders.
• Work to deliver on Service Level Agreements and ensuring that all support incidents are accurately recorded.
• Use the helpdesk management system to ensure that all tickets are correctly logged and that both internal and external stakeholders receive regular updates.
• Work with the wider Business Applications Consultant Team in the smooth handover of clients and projects to the support team, ensuring a successful client onboarding experience whilst developing knowledge of client specific system modifications.
• Where required, escalate incidents, ensuring high levels of customer care.
• Refer client requests for advice & consultation to MIT team and Commercial teams where needed.
• Take responsibility for one’s own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved.
• Collaborate with peers and other areas of the business to increase internal product and service knowledge.
• Work with the One Xperience strategy in mind at all times