Reporting to the Support Desk Manager, the Support Analyst will provide 1st, 2nd and 3rd line support to K3 SYSPRO’s existing customer base. The ideal candidate will be trained on all K3 SYSPRO’s products, but possess a strong background in ERP support ideally with experience in distribution/manufacturing. The role will also encompass some internal training and product testing, so an adaptable, yet able candidate would be ideal for this position.
To provide telephone and remote support to customers, from the Manchester office or from home as required.
To manage & prioritise your own workload effectively, in particular your support “queue”.
To construct professional, customer-facing walkthroughs for repetitive support tasks as and when required.
To carry out thorough product testing on areas of K3 SYSPRO’s new and existing products, including SYSPRO ERP product. This includes putting a test plan together and documenting all issues thoroughly.
To provide internal training to colleagues on new areas of the internal Support Helpdesk system as they are introduced.
Support is administrated by using several internal systems including a helpdesk system, SharePoint and SinglePoint. Full training will be provided
Education and Training
To show motivation and self-discipline in learning new modules and features of SYSPRO and associated products, including self-learning and learning in groups.
To share knowledge amongst the support and consultancy base to ensure that all consultants benefit from an understanding of new features of the software.
As with any member of the K3 team, there is an element of customer management that comes with the role. The customer must be at the heart of everything we do.
To liaise with the specialist services team in order to get project issues resolved and to offer advice and guidance on any support issues currently with that team.
To work with the support desk manager to ensure that customer expectations are met and opportunities are maximised.