Application Support Analyst

About Us

WinMan develops and delivers scalable ERP solutions for manufacturing, retail, and distribution businesses. With a growing user base across the UK, USA, and globally, we help organisations achieve operational excellence. Our flagship product, WinMan Cloud, is a flexible, browser-based ERP system that supports remote work and real-time collaboration. It provides intuitive access to live data across departments, driving informed decisions, productivity, and efficiency. Customisable dashboards and workflows ensure users see what matters most, and the platform scales with our Customers' businesses as they grow. We also offer WinMan ERP, our on-premise solution built on lean manufacturing principles. It includes powerful features such as Production Management, CRM, Warehouse Management, MRP, and Supply Chain Management to optimise operations and improve performance. At WinMan, we are committed to exceptional service, innovation, and supporting our people. Our values, customer service, integrity, excellence, accountability, collaboration, and respect guide everything we do. We offer competitive salaries, generous benefits, and flexible working opportunities to help our team thrive.

Job Details

Job Title Application Support Analyst

Department Support

Location Hybrid currently 2 days in our Birmingham office

Part time/ Full Time Full- Time

Reference SA 10/25

Closing Date

Organisational Arrangements

Reports to Support Team Leader

Responsible for N/A

Role Summary

We are looking for a highly skilled and customer-focused individual with excellent communication skills who enjoys engaging with end users. In this role, you will be responsible for troubleshooting and resolving technical issues related to the WinMan ERP software whilst delivering outstanding customer service. The support function operates between 9:00 am and 5:30 pm (UK time).

You will be part of a collaborative support team and report directly to the Support Team Leader. You will work closely with other departments to ensure timely and effective resolution of customer issues.

This role is based in our Birmingham office with hybrid working arrangements. We foster a respectful and inclusive work environment where teamwork, innovation and learning are encouraged.

Main Tasks

· Accurately log customer requests via telephone, portal, and email using WinMan, ensuring every interaction is handled with care and responsiveness.

· Act as the first point of contact for customers experiencing WinMan-related issues, providing honest and transparent communication throughout the support process.

· Promote and support the use of the online customer portal, encouraging efficient and high-quality service delivery.

· Assess and prioritise new cases/queries, assigning resources appropriately and taking ownership to ensure timely and effective resolutions.

· Manage individual cases to ensure satisfactory outcomes, always striving to exceed customer expectations.

· Investigate and resolve complex customer issues, applying analytical thinking and continuously improving your approach.

· Maintain up-to-date knowledge and skills to support the WinMan product, demonstrating a commitment to professional growth and service quality.

· Liaise with other departments to ensure efficient case resolution, fostering teamwork and shared success.

· Contribute to the internal knowledge base through writing, editing, and revising content, ensuring accuracy and clarity.

· Clearly document problems and their resolutions, maintaining transparency and traceability.

· Escalate complex issues appropriately, respecting internal processes and working together to achieve prompt resolutions.

Qualifications, Experience and Personal Attributes

Qualifications

Desirable

· STEM degree or similar

Experience

Required

· High level of numeracy and literacy

· High level of computer literacy

· Working knowledge of T-SQL

  Desirable

· Previous experience working in a KPI-driven support environment

· Understanding of business processes in manufacturing, distribution.

  Communication and Personal Skills

Required

· Excellent problem-solving and analytical skills with a passion for delivering accurate, high-quality solutions.

· Outstanding attention to detail

· A professional friendly manner when dealing with all customers.

· Strong written and verbal communication skills.

· The ability to relay technical concepts to non-technical users.

· Great team player with the ability to establish effective working relationships with customers and colleagues.

· Quick learner with a proactive attitude.

Salary & Benefits

The salary for this position ranges from £28,000 to £35,000 per annum, depending on experience and qualifications. We offer a competitive benefits package including opportunities for professional development, and a collaborative work environment.