Customer Support Administrator - Software Applications
*Customer Support Administrator – Software Applications**Location:* Ipswich, Suffolk – Office Based
*Salary:* £26,000–£30,000 per annum, depending on experience
*Hours:* Monday to Friday, 8:45am–5:00pm
*Employment:* Permanent, Full-Time *Recruitment Agencies:* We are managing this recruitment process directly and are not accepting applications or enquiries from recruitment agencies. *Please note:* This is a full-time, office-based position at our Ipswich office. Applicants must be able to commute reliably to Ipswich each working day. This is not a remote or hybrid role. *About MultiFreight* MultiFreight is one of the UK's leading independent providers of software solutions for the logistics industry, providing Freight Management, Customs and Warehouse Management software to customers throughout the UK and internationally. We're looking for an experienced and enthusiastic *Customer Support Administrator* to join our Software Support team. *The Role* Working as part of our experienced support team, you'll provide application support to customers via telephone, email and TeamViewer. You'll investigate customer queries, troubleshoot software issues and take ownership of support cases through to resolution. We're looking for someone who enjoys understanding how software works, asking the right questions and investigating problems thoroughly to identify the cause and find the right solution. This is a customer-facing software application support role, rather than a general IT infrastructure or desktop support position. *Key Responsibilities** Provide software application support to customers via telephone, email and TeamViewer.
* Investigate and troubleshoot customer queries and software issues.
* Take ownership of support cases through to resolution.
* Keep customers informed of progress throughout the support process.
* Recreate reported problems to help identify the cause of software issues.
* Work with other members of the team to investigate more complex queries.
* Escalate software issues to our Development team with clear supporting information.
* Help customers understand and make effective use of our software.
* Develop knowledge of our software products and the business processes they support. *About You**A minimum of two years' relevant experience in software application support, or in a business environment involving extensive use of specialist software, is required.* We're particularly interested in candidates who have experience supporting or regularly using business applications such as: * ERP or business management software.
* Accounting or CRM systems.
* Freight forwarding and logistics software.
* Customs clearance applications.
* Warehouse or stock management systems.
* Other specialist business software. Experience within freight forwarding, logistics, customs clearance or warehousing would be particularly advantageous, although full training on our products will be provided. *You'll need:** Excellent troubleshooting and problem-solving skills.
* Strong written and verbal communication skills.
* A confident, professional and helpful approach when dealing with customers.
* Good organisational skills and attention to detail.
* The initiative to investigate problems thoroughly and take ownership through to resolution.
* The ability to work independently and as part of a team.
* A willingness to learn new software and business processes. *Please note:* General IT infrastructure, Microsoft 365 or desktop support experience alone is unlikely to provide the application support experience we're looking for. *What We Offer** Competitive salary of £26,000–£30,000, depending on experience.
* 25 days' annual leave plus Bank Holidays.
* Company pension.
* Private healthcare.
* Ongoing training and development.
* The opportunity to develop specialist software knowledge within the logistics industry.
* A friendly and supportive working environment. *How to Apply* Please submit your CV together with a *short covering note explaining why you feel your experience and skills would make you a good fit for this role.* Applications without a covering note may not be considered. *Right to Work:* Applicants must already have the legal right to work in the UK. We are unable to offer visa sponsorship for this position. Pay: £26,000.00-£30,000.00 per year Benefits:
* Company pension
* Private medical insurance Application question(s):
* Do you have at least two years' experience supporting business software applications or extensively using specialist business software in a professional role?
* Are you able to work full-time from our Ipswich office, Monday to Friday?
* Do you currently have the right to work in the UK without requiring visa sponsorship? Work Location: In person
*Salary:* £26,000–£30,000 per annum, depending on experience
*Hours:* Monday to Friday, 8:45am–5:00pm
*Employment:* Permanent, Full-Time *Recruitment Agencies:* We are managing this recruitment process directly and are not accepting applications or enquiries from recruitment agencies. *Please note:* This is a full-time, office-based position at our Ipswich office. Applicants must be able to commute reliably to Ipswich each working day. This is not a remote or hybrid role. *About MultiFreight* MultiFreight is one of the UK's leading independent providers of software solutions for the logistics industry, providing Freight Management, Customs and Warehouse Management software to customers throughout the UK and internationally. We're looking for an experienced and enthusiastic *Customer Support Administrator* to join our Software Support team. *The Role* Working as part of our experienced support team, you'll provide application support to customers via telephone, email and TeamViewer. You'll investigate customer queries, troubleshoot software issues and take ownership of support cases through to resolution. We're looking for someone who enjoys understanding how software works, asking the right questions and investigating problems thoroughly to identify the cause and find the right solution. This is a customer-facing software application support role, rather than a general IT infrastructure or desktop support position. *Key Responsibilities** Provide software application support to customers via telephone, email and TeamViewer.
* Investigate and troubleshoot customer queries and software issues.
* Take ownership of support cases through to resolution.
* Keep customers informed of progress throughout the support process.
* Recreate reported problems to help identify the cause of software issues.
* Work with other members of the team to investigate more complex queries.
* Escalate software issues to our Development team with clear supporting information.
* Help customers understand and make effective use of our software.
* Develop knowledge of our software products and the business processes they support. *About You**A minimum of two years' relevant experience in software application support, or in a business environment involving extensive use of specialist software, is required.* We're particularly interested in candidates who have experience supporting or regularly using business applications such as: * ERP or business management software.
* Accounting or CRM systems.
* Freight forwarding and logistics software.
* Customs clearance applications.
* Warehouse or stock management systems.
* Other specialist business software. Experience within freight forwarding, logistics, customs clearance or warehousing would be particularly advantageous, although full training on our products will be provided. *You'll need:** Excellent troubleshooting and problem-solving skills.
* Strong written and verbal communication skills.
* A confident, professional and helpful approach when dealing with customers.
* Good organisational skills and attention to detail.
* The initiative to investigate problems thoroughly and take ownership through to resolution.
* The ability to work independently and as part of a team.
* A willingness to learn new software and business processes. *Please note:* General IT infrastructure, Microsoft 365 or desktop support experience alone is unlikely to provide the application support experience we're looking for. *What We Offer** Competitive salary of £26,000–£30,000, depending on experience.
* 25 days' annual leave plus Bank Holidays.
* Company pension.
* Private healthcare.
* Ongoing training and development.
* The opportunity to develop specialist software knowledge within the logistics industry.
* A friendly and supportive working environment. *How to Apply* Please submit your CV together with a *short covering note explaining why you feel your experience and skills would make you a good fit for this role.* Applications without a covering note may not be considered. *Right to Work:* Applicants must already have the legal right to work in the UK. We are unable to offer visa sponsorship for this position. Pay: £26,000.00-£30,000.00 per year Benefits:
* Company pension
* Private medical insurance Application question(s):
* Do you have at least two years' experience supporting business software applications or extensively using specialist business software in a professional role?
* Are you able to work full-time from our Ipswich office, Monday to Friday?
* Do you currently have the right to work in the UK without requiring visa sponsorship? Work Location: In person