Support Analyst or Consultant

at  Mysoft

Here at Mysoft, we’re on a mission to enable our customers to unlock their business potential via Sage X3, Sage Intacct, as well as our own complimentary propriety X3CloudDocs solution. We are the longest standing Sage X3 partner in the UK with over 450 years of combined expertise in the sale, implementation, development and support of Sage X3. Helping our customers grow and evolve their business, arming them with the tools and skills to perform at their best, is at the heart of what we do!
Are you passionate about delivering exceptional customer support and solving complex software issues? Do you thrive in a collaborative environment, building strong relationships with customers and colleagues alike? If so, we’d love to hear from you!
At Mysoft, we’re looking for a dedicated Support Analyst or Consultant to join our team, depending on your level of experience. You’ll play a key role in supporting our customers by resolving issues with Sage X3 ERP, Sage Intacct, and Mysoft’s proprietary X3CloudDocs solution and plugins. This is an exciting opportunity to work with cutting-edge software while growing your skills in a supportive, hybrid working environment.

PREQUALIFYING QUESTIONS

1. Do you have customer support experience in resolving software issues? Yes/No
2. Do you have experience of Sage X3 customer support? Yes/No
3. Do you have a car and driving licence, able to commute daily to GU52 0RJ Yes/No deal breaker.
4. Do you have the right to live and work in the UK on an unrestricted basis (Graduate Visa holders are not accepted) Yes/No dealbreaker
   Job Types: Full-time, Permanent
   Pay: From £32,000.00 per year

Benefits:

• Company events
• Company pension
• Free parking
• Health & wellbeing programme
• On-site parking
• Paid volunteer time
• Referral programme
• Work from home

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Fleet GU52 0RP: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you have customer support experience in resolving software issues?
• Do you have experience of Sage X3 customer support?

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Fleet GU52 0R

WHAT YOU’LL BE DOING…

• Serve as the first point of contact for customers, diagnosing software issues and providing advice, assistance, and solutions.
• Own the full incident lifecycle, from logging and tracking issues to resolution, while ensuring SLA compliance.
• Keep customers updated on progress and maintain strong relationships throughout the issue resolution process.
• Collaborate with internal teams to address challenging and varied customer queries.
• Contribute to an environment of customer advocacy, ensuring satisfaction, retention, and business growth.

As a Support Consultant, you will also…

• Understand the customer issue and the business impact, ensuring the call is given the correct priority.
• Have effective call list management skills; keeping on top of calls, clearing quick wins, identification of urgent issues and continuous reprioritisation as new issues arise.
• Record accurate, detailed information and track support calls and queries from creation to completion.
• Achieve the quickest possible resolution for all customer issues, keeping the customer updated and assured with call progress.
• Effectively own calls from the time logged, taking responsibility for liaison with colleagues, third parties and the customer when multiple inputs are required.
• Clearly document the cause and solution to any issue to assist others should a similar issue arise.
• Recognise where customers log repeat issues that have a broader impact and work with the team to find a permanent solution.
• Work with colleagues to resolve challenging and varied queries.
• Assist with direct user support for Microsoft desktops/laptops, user access to the corporate network, and applications both on the network and through the VPN remote access.
• Assist with the diagnosis and resolution of internal Windows issues.
• Identify and progress commercial opportunities with discretion.
• Attend customer and internal meetings as required.

For the Consultant role you will also need….

• Knowledge and experience of working with SageX3.
• In-depth knowledge of software testing and or troubleshooting.
• Knowledge of business processes in the manufacturing, distribution and/or finance sectors.
• Competence in Microsoft Excel and other MS Office programs.
• Competence in using Excel to an intermediate level