Customer Support Consultant (IT)

Our client offers innovative business solutions.

• Act as the first point of contact for clients requiring support with the company's ERP solution;
• Provide software support and consultancy services remotely or on-site, including system upgrades, user training, customisation, and application enhancements;
• Troubleshoot functional issues and deliver timely and effective solutions to client queries;
• Escalate complex functional or technical issues to second-line support, consultants, or the development team where necessary;
• Monitor and follow up on open support tickets, ensuring clients are kept informed throughout the resolution process;
• Maintain accurate records of customer interactions, support requests, and issue resolutions;
• Contribute to the creation and maintenance of knowledge base articles, user guides, and support documentation;
• Build and maintain strong client relationships by delivering professional, responsive, and high-quality customer support;
• Support various stages of the software implementation and project lifecycle as required.

• Hold an IT qualification;
• Business qualification or knowledge of accounting fundamentals will be considered an asset;
• Minimum of 1 year's experience in a similar ERP Customer Support, ERP Consultant, or Software Support role;
• Experience working with Microsoft SQL Server and Crystal Reports Business Objects will be considered an asset;
• Excellent command of written and spoken Business English;

• Strong customer service and client relationship management skills;
• Excellent communication, analytical, and problem-solving abilities;
• Strong attention to detail and organisational skills;
• Ability to manage multiple support requests and prioritise workload effectively;
• Ability to work collaboratively within a team environment;
• Strong sense of accountability and ownership of responsibilities;
• Flexible, proactive, and committed to continuous improvement.

*Please note that all job applicants will be automatically added to the Broadwing LTD candidate database and will receive an automatic email with user credentials to benefit from our online platform.