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Technical Support Consultant
Location: Sheffield (Hybrid Working)
Type: Full-Time
Salary: £25k to £30k (DOE)
About Us:
Join a dynamic team at AIM Smarter where we provide cutting-edge order management and website solutions that empower suppliers and distributors to streamline operations. Our solutions help businesses with product sourcing, client quotes, orders, invoices, and include a built-in accounting platform. We also offer customizable e-commerce websites that help businesses showcase and sell products online. We're committed to delivering exceptional customer service and technical support, helping clients maximise the potential of our software.
The Role:
As a Customer Support Technician, you’ll play a critical role in ensuring our clients receive top-tier technical support. If you're passionate about technology, problem-solving, and enjoy interacting with customers, this role is perfect for you. You will troubleshoot ERP systems, provide guidance on best practices, and assist with custom development requests, ensuring a seamless client experience.
Key Responsibilities:
- Offer expert support for our proprietary ERP software, resolving technical issues and enhancing customer satisfaction.
- Respond to customer inquiries via phone, email, and chat promptly.
- Guide customers through system features, configurations, and optimisations.
- Collaborate with internal teams to resolve complex technical issues.
- Document and manage customer interactions using our CRM system.
- Assist in the creation of support materials (FAQs, user guides, training docs).
- Support project-based requests, including custom development and website solutions.
- Identify and drive upsell and cross-sell opportunities within the client base.
What We’re Looking For:
- Strong experience in technical support, ideally within ERP or SaaS environments.
- Familiarity with ERP systems and related business processes.
- Strong understanding of IT infrastructure and basic accounting principles (advantageous).
- Excellent problem-solving abilities with strong communication skills.
- Proven experience managing multiple projects in a fast-paced environment.
- Experience using CRM software and ticketing systems.
Why Work With Us?:
- Hybrid working flexibility
- Continuous learning opportunities
- Collaborative and supportive work environment
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