Closing date 11 April 2025
Join our dynamic ERP Software team as a 2nd Line Support Consultant!
Are you a problem-solver with a passion for technology and great customer service? Do you thrive in a collaborative environment where no two days are the same? If so, we’d love to have you on board as our 2nd Line Support Consultant!
If you have experience supporting ERP solutions, or have worked with other software applications, and enjoy tackling technical challenges, this is a fantastic opportunity to expand your expertise and make a real impact! Every day brings new challenges to solve and exciting opportunities to grow.
About us
Our Software Support team is the backbone of customer success, helping businesses get the most out of our solutions. We have a friendly and supportive environment where our 1st, 2nd, and 3rd Line Consultants work together to record, manage, and resolve customer incidents. As a 2nd Line Support Consultant, you’ll step in to tackle escalated queries, diagnose issues, and deliver solutions - ensuring every customer receives a first-class support experience.
You’ll also collaborate closely with Sales, Customer Success, Delivery, and our Software Development teams to provide seamless support throughout the customer journey. If you love troubleshooting, thinking outside the box, and making a real impact, this role is for you!
What you’ll be doing
- Be the voice of support - respond to customer calls with professionalism, empathy, and efficiency, making sure every customer feels heard and valued.
- Solve technical challenges - investigate and resolve software issues, whether it's backend configurations, database queries, or system processes.
- Be a guiding hand - help customers navigate the Profit4 system, explaining its features in a clear and helpful way.
- Keep things running smoothly - manage service requests, monitor tasks, and resolve incidents while staying on top of SLAs.
- Be the go-to expert - act as the key escalation point for the 1st Line Support team, stepping in when issues require deeper expertise.
- Handle data with precision - assist with data exports and integrations using ODBC, MySQL, and Microsoft Office tools.
- Think outside the box – evaluate customer requests creatively, offering innovative solutions to their challenges.
- Know when to escalate - identify and pass complex issues to the 3rd Line/Development team when needed.
- Strengthen customer confidence - ensure customers always feel reassured that their concerns are being handled promptly and effectively.
- Spot trends and improve - identify recurring issues and share insights with the Support Management team to drive continuous improvement.
Why this role will appeal to you
- Be at the heart of the action – as part of our frontline support team, you’ll play a key role in helping customers get the most out of our Profit4 ERP solution.
- Every day is different – from quick fixes to complex investigations, you’ll tackle a variety of challenges, keeping you engaged and always learning.
- Collaborate and grow – work closely with our Sales, Customer Success, Delivery, and Software Development teams to deliver outstanding service.
- Make a difference – your problem-solving skills and personable approach will turn customers into lifelong fans of OGL Software.
- A great work life balance with a full time permanent role (Monday to Friday).
What’s in it for you?
- Career growth – we don’t just offer jobs; we offer exciting career paths in the ever-evolving ERP industry.
- Continuous learning – we believe in investing in our people and providing opportunities to expand your knowledge and skills.
- A supportive and welcoming team – join a passionate group of like-minded professionals who support and inspire each other every day.
- If you’re driven, eager to learn, and ready to make an impact, this is your chance to build a rewarding career in ERP software. Join us at OGL Software and be part of something amazing!
Benefits
At OGL, we believe in creating a workplace where our employees feel valued and supported. Alongside the standard benefits you’d expect, we offer a few extras to make your work-life balance even better:
- Hybrid and flexible working options.
- 25 days of holiday plus 8 bank holidays.
- The option to buy or sell additional holiday days.
- Private healthcare.
- Support for your learning, development, and career growth.
- An employee reward board to recognise great work.
- Company social events to bring the team together.
- A referral bonus scheme for employees.
- Free on-site parking.
Apply today and let’s build something great together
Email our Recruitment team at careers@ogl.co.uk with your CV and tell us why you are perfect for this role. If you have any questions about this vacancy, please call 01299 873 873.
We reserve the right to close any vacancy from further applications when we have received a sufficient number of applications from which to make a shortlist. Please ensure you apply without delay if you wish to be considered for this role.
