1st/2nd Line Software Support Analyst – ERP SaaS. .

Overview1st/2nd Line Software Support Analyst – ERP SaaS. This role focuses on providing remote and on-site support for ERP software, guiding customers through technical challenges, resolving complex tickets, mentoring 1st Line teams, and collaborating with development for long-term solutions to ensure smooth operations and outstanding service. Location: Grantham, Lincolnshire Office - Hybrid Working (3 days per week in the office during onboarding, 2 days per week thereafter). Full-time, Monday - Friday, permanent. Complete benefits package including enhanced pension and life cover, performance bonus and more. Company: Khaos Control - Award-Winning ERP SaaS provider powering SME retail. Salary: Starting salary £25k to £29k, based on ability, skills, and experience. Values / Culture: Commitment, Success and Putting the Customer at the Heart of Everything We Do. What the role is aboutThe role involves delivering remote support to keep customers running smoothly, guiding and mentoring the 1st Line team, building strong customer relationships, maintaining accurate CRM/ticketing data, performing incident resolution and root cause analysis, and collaborating with 3rd Line teams (Application Management, Development, QA) to deliver high-quality fixes. You will participate in workshops and improvement sessions to shape smarter systems and better experiences. ResponsibilitiesTake ownership as a 1st/2nd Line Software Support Analyst, delivering remote support that keeps customers running smoothly. Be the go-to expert for the 1st Line team — guide, mentor, and elevate their skills while helping resolve escalated issues. Serve as a trusted point of contact for customers, ensuring a seamless support experience. Update the CRM/ticketing system in real time with accurate details. Perform incident resolution and root cause analysis to prevent future issues. Replicate problems and validate issues using local environments and anonymised customer data. Collaborate with 3rd Line teams (Application Management, Development, QA) to deliver high-quality fixes. Deliver exceptional customer service to build trust and long-term partnerships. Participate in workshops and improvement sessions to help shape smarter systems. What we’re looking forSolid understanding of remote desktop environments and networking. Experience supporting ERP software applications or similar applications. Confident communicator with remote support experience. Experience configuring software on PCs remotely. Problem-solver mindset with proactive troubleshooting and customer care. Ability to identify recurring issues and collaborate on long-term fixes with Development. Understanding of how software issues impact customer operations; clear, confident communication of issues to customers and stakeholders. Experience creating and reviewing knowledge base content and providing constructive feedback. Calm under pressure and empathetic to customer needs. SQL and C# knowledge are a bonus, not essential. What’s on offerStarting salary £25k to £29k, dependent on experience. Monday to Friday, with hybrid working option. 23 days holiday (plus option to buy 4 days) + bank holidays. Life cover x4 salary and enhanced employer pension contributions. 24/7 GP access and employee wellbeing services. Subsidised gym membership. Application notice: We take your privacy seriously. You may be contacted by email, text or telephone. Your data is processed by our talent partner RR (Recruitment Revolution) in relation to the recruitment process. See RR’s Data Privacy Policy for details.#J-18808-Ljbffr

Created: 2025-10-12