Job Description

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.

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

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Desirable

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STEM degree or similar

Experience

Required

High level of numeracy and literacy

High level of computer literacy

Working knowledge of T-SQL

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Desirable

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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.

Job Types: Full-time, Permanent

Pay: 28,000.00-35,000.00 per year

Benefits:

Additional leave Casual dress Company pension Free flu jabs Free parking Health & wellbeing programme Life insurance On-site parking Sick pay Store discount Work from home
Ability to commute/relocate:

Birmingham B24 9FD: reliably commute or plan to relocate before starting work (required)
Language:

English (required)
Work authorisation:

United Kingdom (required)
Location:

Birmingham B24 9FD (preferred)
Work Location: Hybrid remote in Birmingham B24 9FD

Reference ID: Support25