As a Support Engineer at Ultimo, you will be the first point of contact for our customers, partners, and colleagues, ensuring that Ultimo software-related queries and issues are resolved efficiently. Your customer-focused mindset and problem-solving approach will contribute to high customer satisfaction, making a real impact in a dynamic B2B support environment.

THE POSITION:

IFS Ultimo is in a phase of rapid international growth, and we are looking for an enthusiastic Support Engineer (B2B) to strengthen our English-speaking customer support team. In this role, you will be responsible for addressing customer enquiries and resolving software-related issues with a focus on excellent service and high-quality support.

JOB REQUIREMENTS:

• 1-2 years of experience in a technical customer service role.
• Affinity with IT and a strong motivation to develop expertise in supporting Ultimo software.
• Experience with SQL and XML is a plus.
• Excellent written and spoken English skills.
• Level 3 diploma in IT Helpdesk, IT Services, or a related field.

• Respond to customer queries via phone, Teams, and our support portal.
• Register incidents, track progress, and document solutions accurately.
• Troubleshoot technical and functional issues, prioritising effectively.
• Identify potential upsell opportunities, such as configuration requests, and process them accordingly.
• Escalate complex issues and bugs to the development team with a structured handover.
• Monitor customer satisfaction through acceptance scores and follow up proactively on low scores.
• Contribute to continuous improvements in customer support processes.