Technical Support Consultant

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

INDLS